Forrester Report Says Customer Experience Spending Booms In 2006

Share this content:
A majority of decision-makers said they would increase budgets on analytics and customer behavioral research, according to a report published by Forrester Research last month.


The report, "Customer Experience Spending Booms In 2006," also found that companies remain committed to shifting more customers to self-service channels: 65 percent said that shifting customer interactions to the Web was a top priority.


For the report, Forrester surveyed its Customer Experience Research Panel about how they plan to spend money in 2006.


The panel is composed of more than 300 decision-makers who are directly involved in the planning and execution of customer-facing channel strategies at their firms, including Web, kiosk, call center, e-mail, and automated phone systems.


What customer experience channels are not getting more money this year? According to the survey, kiosks, speech recognition applications, and automated phone centers.


Sign up to our newsletters

Company of the Week

Brightcove is the world's leading video platform. The most innovative and respected brands confidently rely on Brightcove to solve their most demanding communication challenges because of the unmatched performance and flexibility of our platform, our global scale and reliability, and our award-winning service. With thousands of customers and an industry-leading suite of cloud video products, Brightcove enables customers to drive compelling business results.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above