By Charles Araujo
Creating a breakout customer experience is not about technology, but there is also no question that it is often the little technical details that are the difference between it being just a phrase or something that drives meaningful value for your organization.
He traveled all around the world and everywhere he went
He’d use his word and all would say there goes a clever gent
—Lyrics from “Supercalifragilisticexpialidocious”
In the movie Mary Poppins, everyone’s favorite nanny shared with the world “the word to say when you don’t know what to say.”
Today’s business equivalent of supercalifragilisticexpialidocious is “the customer experience.”
The phrase seems to be on the tip of every tongue as the answer to seemingly any question. Just say, “the customer experience” and you’ve got a lot to say!
There are two problems, however, with the way enterprise leaders and industry observers are bandying about this term. First, many of its utterers are using it either amorphously to mean anything and nothing, or they are using it as a synonym for the buying process.
But even if they are using the term correctly, as I’ll explain in a moment, most enterprise leaders are severely underestimating the technical challenges involved in actually delivering the type of differentiated customer experience that we all now expect.
While I will be the first to say that creating a breakout customer experience is notabout the technology, there is also no question that it is often the little technical details that are the difference between “the customer experience” being just a word to say and something that drives meaningful value for your organization.
Read the entire article at https://www.cio.com/article/3338088/user-experience/the-hidden-challenges-undermining-the-customer-experience.html#tk.twt_ctw
