by Mark Johnson, Loyalty360, excerpt

If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to define CX is compounded by the fact that modern customers expect the very best customer experience from their favorite brands, but not even these shoppers are sure what exactly that experience might entail. In his literary works, including the latest X: Where Business Meets Design, Brian Solis, Principal Analyst at Altimeter Group, a Prophet company, examines what constitutes the core of….

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