February 20, 2009
Obstacles To Customer Experience Success, 2009
Customer Experience Continues Ahead Despite The Recession
This is the first document in "The State Of Customer Experience In 2009" series.
with William Chu, Steven Geller, Angela Beckers
Executive Summary (This is a document excerpt)
In a survey of 90 customer experience decision-makers from large North American firms, 89% said that customer experience would be either very important or critical to their 2009 efforts. The two major obstacles identified by these firms are the lack of cooperation across organizations and limited budgets. How will these firms respond to the economic downturn? By focusing more on customer experience and cutting budgets more aggressively in other areas besides customer experience.
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recommendations
| Forrester surveyed 90 North American firms with annual revenues of at least $500 million. Related Research Documents
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Original air date: Friday, October 16, 2009
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