Media Materials

• Independent Industry Research "Customer Experience Budgets Weather the Storm in 2009," Forrester Research, March 2009
  A recent survey of Forrester's Customer Experience Peer Research panel concluded that firms will grow customer experience spending despite tough economic times.
• Independent Industry Research "The State of Customer Experience, 2009," Forrester Research, April 2009
  Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer experience management. But they have a long way to go.
• press release: 2008 tealeaf survey of UK online consumer behaviour
  
• Executive summary: 2008 tealeaf survey of UK online consumer behaviour