If you work in any industry that deals with customers, you’ve likely heard the phrase customer experience (CX) before. The first time was probably in some late afternoon meeting and may have been met with the typical eye rolls people have grown accustomed to seeing when the latest “buzzword” is recited. But for once, this phrase might actually be worthy of further investigation. Companies like Forrester and their CX Index state over 70 percent of companies cite improving the customer experience as a priority, yet less than five percent of companies deemed their current CX as “excellent” for their customers.…

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