Working with some of our customers, we (and they) see previously unimaginable results. I’m not only talking about hundreds of millions of dollars in new revenue and costs savings. I’m talking about huge gains in customer satisfaction scores and mainstream, objective recognition by the likes of  ACSI  and JD Powers  as well as praise by industry analysts (Gartner, Forrester, etc). But then along come some other reports like the annual “MSN Hall of…

Over the past month several top industry analysts have been writing about their focus for 2009. Here are a couple of examples: Bruce Temkin of Forrester Research , who writes the excellent Customer Experience Matters blog , says his core focus is to dramatically improve the customer experiences that large organizations deliver. This encompasses three core components:

1. Insights into what drives consumers.
2. Best practices…