In a recent Webinar called The Current State Of Customer Experience, I made the point that customer experience is in its early days of maturity. To get a sense of this situation, I’ve pulled together a few key datapoints:
People have been talking about customer experience for a while, but they’ve only been doing something about it for a short period of time. So I expect that many organizations will start moving higher on Forrester’s customer experience maturity model.
The bottom line: The best of customer experience is yet to come