The state of Customer Experience

Forrester Research, February 2010

To understand what companies are up to in their customer experience endeavors, we surveyed 141 executives from large North American firms. Their feedback highlighted that:

· Customer experience is critical. When we asked respondents how important customer experience was to their 2010 plans, 90% told us that it was very important or critical. But firms aren't aiming to just keep up with their peers: 80% of the firms want to use customer experience as a form of differentiation. Forrester, Feb 2010.

· Most companies have some customer experience discipline. Nearly two-thirds of respondents say that their companies have a disciplined approach to customer experience management - although only 11% see their efforts as being very disciplined.