According to Michael Maoz from Gartner, executives are trying to re-engage with customers through customer service, and customer experience in particular. Eighty percent of executives believe that customer strategy is more important than it was three years ago. Ninety to ninety-five percent of executives expect customer experience will be part of their specific competitive differentiation in the next two to three years.
The article, "Developing a Customer Experience Strategy in a Cloudy World," featured in TSIA's "Inside Technology Services" provides 7 steps to guide you in developing your own customer experience strategy. Good stuff!