The State Of Experience-Based Differentiation

Self-Assessments Show US Firms Are At The Beginning Of The Journey
February 19th, 2008
With Contributors:
Olga Melnikova
and Steven Geller


Forrester introduced Experience-Based Differentiation (EBD) as the model for customer experience excellence. To find out how far firms are along the path to EBD, we asked 287 customer experience decision-makers about their firms' capabilities in the three

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