Forrester, Goal, Innovation and Marketing

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Forrester

Goal

Innovation

Marketing

New Research: You're Doing Customer Experience Innovation Wrong

Harvard Business Review

JUNE 27, 2013

"Innovation" has become a buzzword in the customer experience field. In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Sixty-four percent have allocated time to innovation activities.

Innovation

Innovation Forrester Business Model Long-term

The Rise of the Chief Customer Officer

Harvard Business Review

APRIL 18, 2011

Over the past five years, we have followed the rise of customer experience efforts from small outposts to central players in executing company strategies, especially as firms have faced growing challenges in maintaining meaningful differentiation based on product innovation alone. Senior leaders are in a new position.

B2C

B2C B2B Forrester Budgeting

Leadership Digital

New Research: You're Doing Customer Experience Innovation Wrong

The Rise of the Chief Customer Officer

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