I'm struck by how little actual experience most businesses allow into their customer experiences–how ho-hum and transactional they’re willing to let life be for their customers. That this is true even now, in spite of the recent upswing of interest in our discipline (I'm a customer experience consultant) continues to surprise me.
https://www.forbes.com/sites/micahsolomon/2018/07/01/turning-customer-experience-into-a-journey-not-a-transaction-a-visit-to-the-lab-at-rockwell-group/#617ca689134d/
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