Obstacles To Customer Experience Success, 2009

I just published a new report called Obstacles To Customer Experience Success, 2009 that examines results from a survey of customer experience decision makers in Q4 2008.  I also published a similar piece of research last year. Here are some of the findings:

  • 89% felt that customer experience as either very important or critical to their firm’s strategy in 2009.
  • 80% said that their executive teams aimed to differentiate their firm’s customer experience.
  • 65% described their approach to customer experience as either disciplined or very disciplined (up from 58% last year).
  • 57% have a senior executive in charge on improving customer experience across products and channels (up from 45% last year).
  • More than half picked lack of budget and lack of cooperation across organizations as major obstacles to their customer experience efforts.
  • What do they expect from a continued recession? 48% expect spending on customer experience to get cut less than in other places, while only 12% expect it to get cut at a higher rate.

The bottom line: Customer experience management won’t get pushed aside by the recession

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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