What is the heart of your customer experience? Do you have very specific outcomes you are trying to accomplish? Two recent opportunities to hear fellow customer experience speakers reminded me of the importance to be tight on your desired outcome and design your entire experience towards accomplishing that goal.
In the least year I have been speaking quite a bit on customer experience, so I was excited to hear two of my fellow speakers within 24 hours to compare notes. How did they compare, and what lessons do these speakers offer for your customer experience?