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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

Morning Advantage: If You Mean It, Measure It

Harvard Business Review

AUGUST 14, 2012

Take call centers, which all too often focus their performance reviews around cost-driven data like "average handle time." When representatives then try to keep calls as short as possible, they’re unable to solve complicated customer problems, driving up the number of repeat calls and the level of customer frustration.

Forrester

Forrester Metrics Call Center Fashion

Leadership Digital

New Research: You're Doing Customer Experience Innovation Wrong

Morning Advantage: If You Mean It, Measure It

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