Essentials Report

Topic Overview: Customer Experience

September 12th, 2007
With contributors:
Bruce Temkin , Moira Dorsey , Steven Geller , Kerry Bodine

Summary

Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting harder than ever to win and keep. Our research spans multiple channels like Web sites, IVR systems, phone agents, email communications, kiosks, and packaging. We look across a variety of industries from both a business-to-business and business-to-consumer perspective, including financial services, healthcare, manufacturing, retail, and travel. Key topic areas include benchmarking customer experience, building the business case for change, and transforming organization, culture, and process.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.