Report: Customer Experience Accelerates In 2011

We just published a new report, Customer Experience Accelerates In 2011.

The report examines a survey of 170 customer experience professionals from companies with annual revenues of at least $1 billion.

Here’s the executive summary:

To understand what’s on the plate for customer experience in 2011, we surveyed more than 170 large organizations about their 2010 activities and 2011 plans. Most respondents are satisfied with their customer experience roles and have a strong outlook for improvements at their company. More than eight out of 10 respondents think that customer experience will be more important in 2011 than it was in 2010. Social media, the Web, and customer-centric culture are set to receive the most increased attention this year. We also examined the anatomy of successful customer experience programs and found that they plan more and use customer feedback and insight more effectively than other firms.

Download report for $195

Here’s one of the figures that shows that 84% of respondents think that customer experience will be even more important this year:

Download report for $195

The bottom line: Are your customer experience plans ready for 2011?

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

One thought on “Report: Customer Experience Accelerates In 2011”

  1. Looking forward to reading your paper on Customer Experience Loyalty Connection. Take a quick look at Open Health News and I look forward to a paper on growing use of quality open source health IT solutions.

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