Everyone is talking about how to improve the customer experience because, of course, happy customers result in increased revenue. It’s no wonder they get such a huge share of our attention.
We were at a tech meeting in Arizona. The focus was on customers, and it became clear that a huge amount of money and energy was going to delivering exceptional customer experience (CX).
Most companies in attendance had very elaborate processes that involved what the right words were and when to say them, how to send customers to other experts in the