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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.