Gain Insights from the Latest Research

More than 80 percent of companies named “customer experience” among their top five strategic priorities in the coming year. But, when asked to rate themselves on the customer experience they provide, few had actually executed a successful strategy—and a sizeable gap remained between many companies’ intent and their reality. Below are some highlights from the findings.

 

How to Achieve a Great and Profitable Customer Experience

Bloomberg BusinessWeek Research 2011

Among survey respondents, 80 percent claim that the customer experience (CE) is a top priority. At the same time, most acknowledge their existing CE is somewhat mediocre. A strong customer experience is just as important for B2B companies as B2C. Employees expect the same level of CE from business partners that they expect as customers in their private lives. Great CE is not necessarily expensive CE. Often, getting the customer experience right the first time avoids costly customer service interactions down the road. Sound IT infrastructure is the key to delivering profitable and sustainable customer experience.

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Nine Easy Steps for a Quick Customer Experience Tune-Up

Bloomberg BusinessWeek Research 2011

Customer experience is the new imperative. However, among the top concerns companies have regarding CE are cost and delayed return on investment. The good news is that there are short-term actions you can take now and see benefits in the near term.

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The Technology Strategy That Drives a Better and More Profitable Customer Experience

Bloomberg BusinessWeek Research 2011

Companies can economically provide a compelling customer experience only when they build it on an integrated foundation, with innovative solutions to advance the game.

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