Many European companies have started their customer experience journey.

In a survey of 53 Western European firms with annual income of over $150 million, 47 of the respondents said that customer experience was either critical or very important to their firm’s 2010 strategy.  Three-quarters of the respondents said that there company is trying to differentiate itself with customer experience.
Yet only 6% of the respondents said that they had a very disciplined approach to customer experience management.    More...