Call Center Forrester Long-term Technology 
Harvard Business Review
JUNE 27, 2013
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. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?
Harvard Business Review
APRIL 18, 2011
That may not be a good thing: as Forrester analyst Paul Hagen writes in his post analyzing the growth of "Chief Customer Officers," some observers worry it's simply the latest fad, a flavor-of-the-month management fix that will have limited long-term impact. This subject is a hot one in c-suites at the moment.
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