From time to time it is no a bad idea to check the site of the big consulting companies like BCG, could be a good place for resources. Search around a bit what information they have about customer experience, do they have a separate section for it or how they deal with this new emerging focus.
Today I checked BCG site, where you can find info about customer experience under service operations competencies.
The customer experience has become an important strategic asset in many industries, especially those with commoditizing products or where deregulation has led to fierce price wars and customer churn. Moreover, advances in technology and the globalization of many industries have heightened customer expectations.But too often, misconceptions about what customers value lead to misguided “improvement” efforts that waste valuable resources. To better focus their efforts, companies must answer key questions such as these:
- Which customer interactions lead to attrition, advocacy, and greater spending?
- When should we focus on service instead of product or price?
- What service experiences hurt customer satisfaction the most?
There are some free to view case studies also in this section:
Other source of information is the BCG Perspectives website where you can find some articles about customer experience.