I’ve been having so much fun lately that I may have missed something, but let me ask — have we already reached the end of the customer experience trend? I think CX still has a lot of life in it, but let me play devil’s advocate for a moment. “CX” is a nebulous term and idea, and its discussion leads to all kinds of confusion about its meaning. Is CX about how the customer uses or engages with your product? Is it about the idea of turning your product or service into an experience? Is it more holistic — and if so, what’s that all about?
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End of a Short Road?
Posted by: Denis Pombriant August 7, 2013 05:00 AMI’ve been having so much fun lately that I may have missed something, but let me ask — have we already reached the end of the customer experience trend? I think CX still has a lot of life in it, but let me play devil’s advocate for a moment. “CX” is a nebulous term and idea, and its discussion leads to all kinds of confusion about its meaning. Is CX about how the customer uses or engages with your product? Is it about the idea of turning your product or service into an experience? Is it more holistic — and if so, what’s that all about?