Is the next big thing improving customer experience?

Well, it should be
  • The reality is that little changes for the consumer in our attempts to improve the consumer experience.
  • If you don't clearly understand the party you intend to impact, it's tough to improve anything.
  • Improving customer experience is a wide-open field because there are a million ways to work in this business.

Many months ago I wrote for Inman about something I named the “CX,” the consumer experience. I’m not talking about the user interface (UI) or the user experience (UX), but this elusive thing called the CX.