Forrester surveyed Customer Experience professionals in Q4 2008 about a number of topics including their obstacles to improving customer experience and their firms' reactions to the recession. We examine their responses from that survey and recent consumer surveys and overall customer experience trends to discuss the outlook for customer experience in 2009.
- Where are companies making progress in their customer experience journeys?
- What are the major obstacles to customer experience success?
- How are firms responding to the economic downturn?
- What should Customer Experience professionals focus on this year?