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What is customer experience?
Steve King looks at innovations in customer experience across 2019 and ponders the real meaning of CX.
So it’s nearly December, I have a million things to do (some of them work related) and in-between I’m reading lots of articles highlighting the best examples of personalised CX across 2019.
One article in particular relating to examples of Customer Experience Innovation especially interests me. However, reading the list of Customer Experience Innovations I am left a little cold. It’s not that I don’t like the innovations in and of themselves. But something is lacking for me. Perhaps it’s the lack of process that backs up each of these innovations that concerns me.
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