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Posted by Kerry Bodine on January 17, 2011
Customer experience transformation efforts don’t happen overnight. It can take years to develop the right customer experience strategy and roll out improvements across interaction points. But the screaming pace of technology innovation over the past year has sparked major changes in customer behavior and expectations. The net result? 2011 will be a pivotal year for the customer experience field.
In our latest report, Ron Rogowski and I outline what these changes mean for customer experience professionals in the year ahead — and what they’ll need to do to keep up. The report includes predictions for the customer experience ecosystem, its impact on organizations, and the resulting implications for customer experience vendors. For example:
For a complete list of our customer experience predictions for 2011, please see the full report.
Ron and I will be sharing our predictions (including a few that didn’t make it into the report!) during our teleconference on February 1st at 1:00 p.m. Eastern time. We hope you can join us.