Description

Because customer experience is a fairly new business discipline, many Customer Experience Professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face compare with what others are dealing with. This session provides an overview of the state of the practice against which Customer Experience Pros can compare their own efforts. Should that comparison show gaps, the data would also help practitioners make the case for change to keep up with what others are doing in the marketplace.

Agenda:

• How mature are most of today's customer experience programs?
• What are the biggest obstacles Customer Experience Professionals face to improve the state of affairs in 2012?
• What are companies' top priorities with respect to customer experience this year?
• How are they using their resources — including people and dollars — to drive customer experience improvement in 2012?

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