Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. In my research however, I find that customer experience is not truly a customer-first initiative. It is in many cases relegated to enterprise-first approaches to improve customer flowĀ from an infrastructure perspective. It’s not necessarily something I’m calling out as a problem. Optimizing customer journeysĀ is indeed necessary. But, it is not a means to an end. It is…
