Customer Experience Spending Will Rise In 2010

A recent survey of Forrester's Customer Experience Peer Research Panel shows that the number of firms looking to spend more on customer experience in 2010 is up, while the number of firms that plan to cut those budgets is lower than it was last year. Internal design and user experience staff, design agency services, focus groups, and Web site testing are just a few of the top areas into which customer experience leaders plan to funnel more money this year. As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers' ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences above and beyond customers' current expectations.