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Posted by Megan Burns on May 1, 2012
Last week, I released an update to a very popular report titled “The State Of Customer Experience, 2012.” The research is based on a survey of customer experience pros about their plans for this year. The data mirrored what we hear anecdotally when talking with clients every day and should help you answer the perennial question, "What's everyone else doing?" But beyond that, here are my big takeaways:
To help firms get the most from their 2012 efforts, my research over the next several months will focus on the best way to establish regular processes for monitoring, overseeing, and managing CX quality — something we call "customer experience governance." I’ll be debuting the first phase of this research at Forrester’s Customer Experience Forum in New York City on June 26thand 27th and would love to see you there.
Before then, if you have thoughts on CX governance best practices or examples you'd like to share, comment here or email me, and I’ll be in touch.