As customer experience management strategies and technologies have matured, so the the ways that companies capture and use customer feedback has changed.
And the transformation has been radical.
This infographic, by customer experience management thought leader David Jacques, illustrates some of the shifts that have taken place.
[Click to enlarge]
About Neil Davey
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 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.