I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few stats on—and trends affecting—customer experience.

My lead topic was about this statistic from recent Forrester research: “93 percent of respondents say that the customer experience is among their companies’ strategy priorities; however, reality shows that only 37 percent of companies have a dedicated budget for initiatives focused on improving the customer experience.”

The question posed to me was: Why aren’t organizations seeing the value of the customer experience? Honestly, that’s an entire Hangout on its own, but we boiled it down to a few minutes of discussion.

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