Customer experience is the ‘eat healthy and exercise’ of the business world.

  • Everyone knows it’s important, and why.
  • When talking to others we probably pretend we do it better than we actually do.
  • Deep down we aren’t quite sure what we should do – it’s complicated and confusing.
  • The things we know we should do just aren’t that fun or exciting, so we often avoid them.
Via Megan Burns, Forrester