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Understanding Personal Experience: The Missing Link in CX

You’ve spent countless hours mapping your customer journey. You’ve aligned with Product, Sales, with Customer Success, and Ops to architect the twisting winding path your prospective customers take as they interact with your brand. You’ve taken that journey and outlined the experience each team is responsible for and mapped the sentiments a customer feels as they interact and engage with the members of your team. It looks good on paper. But is that exercise enough to deliver a differentiated full personal experience to…