A recent survey of Forrester's Customer Experience Peer Research Panel shows that while most firms will keep spending flat, many still plan to grow spending in key budget categories like web design, measurement technology, and personal development despite the difficult economic situation.

Topics covered in the report by Megan Burns, Senior Analyst at Forrester Research, Inc. , include top priorities for customer experience professionals in 2009, how the current economic situation is impacting customer experience budgets and what customer experience professionals can do to make the most of the money they have.

According to the report, the web experience remains priority one, with 78 per cent of businesses surveyed cited improving online usability as the top objective of their 2009 customer experience program. Twenty-one per cent said they would be spending significantly more of their budget on web design this year than they did in 2008.

Spending for tools such as behavioural web analytics and web site satisfaction measurement tools will also increase in 2009.

Burns’ recommendations for businesses include do everything you can now to improve the customer experience so you’re well-positioned to compete when things turn around and keeping detailed records of what you do and the benefits that come from it so the data can be used to make the case for more funding.

A copy of the report and supporting teleconference can be purchased on the Forrester website.

Major objectives of 2009 Customer Experience Program

Source: Forrester's Q4 2008 Customer Experience Peer Research Panel Survey