Though jigsaw puzzles seem daunting at first, with a strategic approach all the pieces eventually come together. Customer experience (CX) programs, much like puzzles, take time to develop and require a thoughtful strategy to successfully link all the pieces. With numerous interaction channels to consider, the task seems more overwhelming than ever.

Forrester's "The State of Customer Experience 2012" report reveals how CX professional are approaching this potentially daunting task. The report explores customer experience efforts across industries and what CX professionals have planned for the current year. Based on findings from Forrester's Q4 2011 Global Customer Experience Peer Research Panel Online Survey, the report provides a market overview of the goals, plans, budgets, and obstacles facing CX professionals in 2012, serving as a guide for those who aren't sure what their next move should be and how their challenges compare with other companies.