It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence. Some ebb and flow in a maturing field is inevitable, perhaps even a desirable way of working out the kinks. In a few instances, however, the forward leaning yin seems to be butting heads with a backwards leaning....