Forrester Research: The State of Customer Experience, 2012

A full 75% of companies today say their aim is to differentiate on the basis of customer experience. Yet many brands lack the requisite strategy, resources or culture for achieving customer experience excellence.

What should you know about this emerging discipline?

Find out how your own customer experience efforts stack up in Forrester Research, Inc-s 2012 market overview of the state of the customer experience practice.