Customer Experience Systems Support Transformation
A 2006 Bain and Company report found that 80 percent of executives believed their company delivered a superior customer experience, while only eight percent of customers said they received one. (Bain 2006) Business Week's Jeneanne Rae says, “Building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment.” (Rae 2006)
Service providers employing experienced-based differentiation will be able to bridge this disconnect and deliver products and services that meet customer needs, according to Forrester analyst Maribel Lopez. “These new experience-based providers will integrate both internal and external innovations to create end-to-end customer experiences.” (Lopez 2007) Customer experience systems are components in making the shift to delivering valuable customer experiences, particularly in a digital world.
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