90% of Executives Surveyed Rate 'Customer Experience' as Very Important or Critical

Friday 19 February 2010

In this Forrester Report you can access via Adobe's website - 141 executives from large North American firms were surveyed to find out about their customer experience endeavors. It turns out that 90% of respondents think that customer experience is very important for their companies and 80% 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.

Forrester Report - The State of Customer Experience, 2010