Customer Experience is not Customer Service. It is turning the lens around and seeing your business from the viewpoint of the customer. It is mapping all the opportunities for interaction with your customer and then working out how to delight them at every step and every time.
It is a relatively new term, and thrown about with abandon. CX isn’t difficult, but it does take focus. In this presentation, Hunter Leonard shares both tips and case studies on delivering an unforgettable customer experience.