There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your approach, the best way to draw attention is to "show me the money." (Yes, that is a Jerry Maguire reference. I couldn't resist.)
When you talk to business leaders about customer experience as a strategy, you can expect to see heads nodding in agreement. It is logical. Focusing on customers makes sense. But, why do some "customer-focused....