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Figure 1. |
The Customer's Emotional Journey |
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Figure 2. |
Influences on the Customer Experience |
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Figure 3. |
How Support’s Focus and Role Affects the Customer Experience |
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Figure 4. |
Evolution of Support's Focus and Role |
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Figure 5. |
Product Supportability and Its Effect on the Customer Experience |
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Figure 6. |
Anticipated Evolution of Product Supportability |
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Figure 7. |
The Impact of Support Technology on the Customer Experience |
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Figure 8. |
Changing Uses of Support Technology |
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Figure 9. |
The Maturing Role of Automation Within Support |
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Figure 10. |
Traditional Knowledge Management Pyramid |
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Figure 11. |
The Effects of Delivery Models and Process on the Customer Experience |
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Figure 12. |
The Changing Delivery Model Factor |
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Figure 13. |
How the Relative Proportions of Various Delivery Models Will Change |
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Figure 14. |
Advances in the Approach Taken to Support |
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Figure 15. |
Commercial Terms and Their Impact on the Customer Experience |
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Figure 16. |
Evolution of Commercial Support Offerings |
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Figure 17. |
Relationships and the Customer Experience |
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Figure 18. |
Progression of Relationship Management |
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Figure 19. |
The Customer Experience and Its Influencing Factors |
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