Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies.

The problem? This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization. Despite their best efforts and intentions, leaders and teams end up missing three crucial—and surprising—facts about customer experience. Read more in my Customer Think article.