2011 Research

Customer Experience Accelerates In 2011

January 2011

To understand what’s on the plate for customer experience in 2011, we surveyed more than 170 large organizations about their 2010 activities and 2011 plans. Most respondents are satisfied with their customer experience roles and have a strong outlook for improvements at their company. More than eight out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010. Social media, the Web, and customer-centric culture are set to receive the most increased attention this year. We also examined the anatomy of successful customer experience programs and found that they plan more and use customer feedback and insight more effectively than other firms.


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