FAIL: Three reasons your customer experience is fundamentally flawedby
Forrester Research's Harley Manning explains the most basic errors that organisations make when it comes to customer experience – and how they can be addressed.
1. Businesses don’t define ‘customer experience’
2. Businesses do not treat the customer experience as a business discipline
3. Businesses assume customer experience is a frontline issue
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.