“The State Of Customer Experience, 2010”
Forrester surveyed 141 executives from large North American firms to find out about their customer experience endeavors.
It turns out that most respondents think that customer experience is very important for their companies and they are trying to use it as an area of differentiation. While the lack of funding was the top problem last year, the lack of a clear strategy has emerged as this year’s No. 1 obstacle. Many companies have a voice of the customer (VoC) program in place, and nearly half have an executive in charge of their overall customer experience efforts.
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