This customer experience (CX) thing can be a bit confusing and you'd be forgiven for wondering whether the current state of affairs is due to data management, complacency or both.
It's one thing to say CX is everything to your company and quite another to actually deliver.
That's about the only solid conclusion you can garner from the spate of CX data points flying around as Adobe's big Summit conference concludes this week.
https://www.zdnet.com/article/customer-experience-cx-disconnects-is-it-the-data-or-the-complacency/
