For Customer Experience Professionals

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	June 23, 2010 Customer Experience Executives' Top Priorities For 2010 Attention Turns To Long-Term Strategy And Management Processes by Andrew McInnes with Harley Manning, Shelby Catino

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Executive Summary

Forrester's conversations with customer experience executives uncovered a new level of maturity for this essential role. In their early days, these executives focused on building their customer experience practices, gaining visibility and momentum, and fixing problems. Now they are coming out of crisis mode to establish long-term strategies and management processes. They are infusing customer needs into standard business processes, driving employee behavior change, and doing more with available customer data.

TABLE OF CONTENTS

• Customer Experience Executives Drive Customer-Centric Activities
• When Executives Come Out Of Crisis Mode, They Start Thinking Strategically

WHAT IT MEANS

• Chief Customer Officers Will Become As Common As Chief Marketing Officers
• Supplemental Material
• Related Research Documents

This is an excerpt

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