In the modern era, the effective use of social media and other Internet based resources is key to obtaining and retaining consumers. Creating a positive customer experience can be challenging, and Customer Experience executives are keenly aware of the difficulties presented by a demanding customer base with growing access to new methods of communication. Fortunately, companies increasingly seem to recognize the value of positive customer experience and the importance of giving their Chief Customer Experience Officers enough resources to serve their customers well.
This report was developed in connection with an invitation-only event hosted by Consero Group in March 2014 for Customer Experience executives from Fortune 1000 companies. While the report was limited to 51 participants, the answers provide valuable insight into the perspective and concerns of this group of senior corporate executives.