Megan Burns, Principal Analyst for Forrester Research – who authors its annual Customer Experience Index – borrowed an analogy involving climbing Mount Everest to describe the state of customer experience in today’s world.
In her session, “The Path to Customer Experience Maturity” – at Forrester’s “Boost Your Customer Experience to the Next Level” Forum today at the New York Marriott Marquis – Burns said customer experience has become a “goal of Everest-like proportions....