In this Whitepaper the diverse sets of consumer and business attitudes toward customer support are analysed, with an emphasis on social media and Mobile Device technology. This Whitepaper presents compelling evidence regarding the impact Customer Experience can have on business performance outcomes. This Whitepaper concludes by examining the critical issues that have been raised by the data, analyses the findings and presents a number of ideas that will help organisations minimise the challenges and risks that may occur when implementing a Customer Experience Strategy.