The “customer experience” is getting so much hype these days it even has its own hip moniker: CX. Why is CX the hot topic right now? One reason is because tech titans like Amazon and Netflix have completely redefined it. For Amazon, Netflix, Google, Facebook and others, CX is alpha and omega, front and center, heart and soul. It’s not about simply meeting their customers’ needs, it’s about anticipating them with an almost eerie degree of accuracy. It’s....

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