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 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 (, 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:

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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