The state of customer experience

Overview

This white paper highlights just how important customer experience was to companies 2010 plans with 90% of responses saying it was "very important or critical" while 80% of the firms surveyed want to use customer experience as a form of differentiation.

This Forrester Research white paper analyses the results from a survey of 141 North American companies to look at the state of customer service in the USA and highlights some interesting results and useful recommendations.