July 29th, 2010 | 
Author:  |
It turns out that most respondents think that customer experience is very important for their companies and they 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. Many companies have a voice of the customer (VoC) program in place, and nearly half have an executive in charge of their overall customer experience efforts. |
Excerpt from:
The State Of Customer Experience, 2010
Posted in 
Tags: