Customer Experience
The next competitive battleground?
Ann Sinclair
The basic concept of customer experience is now widely understood.
In sectors as diverse as local government, retail and financial services, there is an agreement that functionality and price are no longer enough. Instead, organisations are beginning to focus on improving all of the interactions that customers have with them.
It is a trend that was discernible back in 2003, when Beyond Philosophy found that 71% of business leaders saw customer experience, the next competitive battleground. By 2005, 95% had come round to this view.
So have investments in improving customer experience lived up to their promises?
Download the 'Competitive Battleground' PDF [101 KB]
