The State Of Customer Experience, 2010

With tighter budgets and fewer resources, companies across North America are turning to improved customer experience as a way to build business and enhance brand loyalty. The biggest obstacle to that effort? According to Forrester Research, it’s creating a comprehensive, company-wide customer experience strategy. Read this white paper for a survey of the current state of customer experience at 141 firms across North America and find out how your own organization’s efforts compare.