The idea of Customer Experience (CX) as a business strategy has strong roots over the past 25 years. And the rise in CX continues to be strong according to Harvard Business Review
, and PWC
. However, with the rise in discussions about Customer Experience, there has also been a rise in misunderstanding about CX, how a company can be successful through CX management, and the benefits that a company can expect from CX done right. CXPA interviewed an international panel of CX practitioners, consultants, and academics to provide this independent, platform-agnostic introduction to CX.