Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. Often in my research however, I find that customer experience is relegated to enterprise-first approaches to improving customer engagement from an infrastructure perspective.
It’s not necessarily something I’m calling out as a problem. It is indeed necessary. But, it is not a means to an end. It is merely a means to addressing part of the opportunity.
