There has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.” This shift has been so subtle and unheralded that it has been more evolution than revolution. Yet you cannot doubt that it has taken place.
Only today, I received an invitation to attend “Customer Experience World”, the national customer experience conference. Here, apparently, I can join CXO’s (Customer Experience Officers) and others to listen to a keynote speaker talk about “The importance of customer experience design in an ever-changing Omnichannel world, and the common pitfalls businesses make.”