Kerry Bodine, VP and principal analyst, customer research at Forrester, told Loyalty 360 that customer experience has become much more than a buzzword in the loyalty industry.
“We saw more people getting into the customer experience game,” Bodine said, reflecting on 2013. “The number of people coming to our conferences and other customer experience conferences points to how many more people are realizing they need to do something in customer experience and get disciplined in doing that. We’re reaching, perhaps, this....