‘Forrester’s 2013 Customer Experience Predictions’ – ‘The Forrester Blog’
The latest article on ‘The Forrester Blog’ is titled “Forrester’s 2013 Customer Experience Predictions”.
Kerry Bodine says, “Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. In 2012, this shift manifested itself privately through sweeping organizational changes at companies in nearly every industry — and shined publicly through professional organizations, the media, and even the courts.
However, it will be years before customer experience is embedded to the same degree as mature business disciplines like finance, human resources, and information technology. While many firms have been working diligently to improve their customer experience for years, still others remain woefully in the dark about the business value it can bring”.
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