Where are you on the Customer Experience Curve?
By Tony Berk on Feb 16, 2012
Kerry Bodine from Forrester Research recently published a CX Curve to define stages of Customer Experience (CX) efforts. CX is not just an acronym, buzzword or trend. Companies are making strategic decisions to affect change across their businesses and improve the customer experience. The video below is an example of one of our customers, Sony Ericsson, whose company wide commitment to customer experience has not only moved them to upper end of Ms. Bodine's curve, but also observed significant benefits.