Many companies believe they are customer-centric and focused on improving their customer experience, but what measurement do they have in place to be sure? Industry benchmarks and best practices vary, and the customer landscape is constantly shifting, so success in this area can feel like a moving target. West Monroe's 2013 Customer Insights & Experience Diagnostic Survey provides answers to these and many more compelling questions. This survey of cross-industry senior executives assesses key capabilities in leveraging data and developing analytic customer insights, and the ability to use those insights to develop a seamless, effortless customer experience. Click here for a copy of the executive summary of the report or download the full report below.


Download PDF