The other day I saw a customer experience checklist that said a business had to be Easy, Fast, Convenient, Trackable, Personalised and Predictive ... OR ELSE, the relationship with its customers would fall apart.
In my head, it makes sense. In my heart, I have my doubts.
Especially when looking at my top 'real life' relationship: that with my wife.
Alain Thys is an experience architect who helps organisations drive profit and transformation through experience.