Cookie policy: This site uses cookies (small files stored on your computer) to simplify and improve your experience of this website. Cookies are small text files stored on the device you are using to access this website. For more information on how we use and manage cookies please take a look at our privacy and cookie policies. Some parts of the site may not work properly if you choose not to accept cookies.

Home > Adobe > The State Of Customer Experience, 2010

The State Of Customer Experience, 2010

White Paper Published By: Adobe
Published:  Feb 02, 2011
Type:  White Paper
Length:  20 pages

We surveyed 141 executives from large North American firms to find out about their customer
experience endeavors. It turns out that 90% of respondents think that customer experience is very
important for their companies and 80% are trying to use it as an area of differentiation. While the lack of funding was the top problem last year, the lack of a clear strategy has emerged as this year’s No. 1 obstacle.

There’s a lot of activity underway: 62% of companies have a voice of the customer (VoC) program, and nearly half have an executive in charge of their overall customer experience efforts. Our data shows that companies with this type of leadership have fewer obstacles and are more mature in their customer experience efforts.

Get an insight to the state of customer experience of 2010 in this white paper.

Tags : 
adobe, online customer experience 2010, voice of the customer, voc