Forrester Report Says Customer Experience Spending Booms In 2006

Share this article:
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.


Share this article:
close

Next Article in Data/Analytics

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

Featured Listings

More in Data/Analytics

SAP Ramps Up Canadian Cloud Investment

SAP Ramps Up Canadian Cloud Investment

It's one of 16 new data centers the software company will open this year to meet a 39% increase in demand for cloud services.

Top 5 Spending and Investment Insights from Marketers

Top 5 Spending and Investment Insights from Marketers

Confidence in data-driven marketing led marketers to set high Q1 2014 goals.

MeritDirect Introduces Predictive Marketing Suite

MeritDirect Introduces Predictive Marketing Suite

New solutions include next logical product and customer lookalike modeling. The long-time direct marketing player announces it will open a San Jose office in September.