Forrester Research, an independent research firm, surveyed customer-experience decision-makers at large North American firms to understand their 2008 priorities.
In the February 2008 report "Customer Experience Spending Intensifies In 2008", Forrester asked decision makers how their priorities will change in 2008. Their findings discovered:
A better online experience is top priority.
- More than 80% of respondents said that improving the usability, usefulness, and enjoyability of the online experience is more important this year.
- Improving the usability of the online experience takes the top spot, with 84% saying that is somewhat or considerably more important in 2008 than it was in 2007.
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