An interesting read can be found on 1to1media’s site. Best quote is from Don Peppers:
The future of customer experience is one in which companies take seriously consumers’ rising expectations of them…The problem that most companies have is that they don’t recognize they’re on the downward slope of these rising expectations. They think they’re keeping up. They think they add technology and therefore they’re better, when in fact, they’re declining in the customers’ eyes.” – Don Peppers, Founding Partner, Peppers & Rogers Group