Which Comes First: Business Strategy or Customer Experience?

Following up on yesterday's post, "Making Promises, Keeping Promises: Building Brand and Loyalty through Customer Experience," organizations must transform by aligning toward customer experiences to gain a competitive edge, as explained in "Customer Experience: Is it the Chicken or Egg?" by Christine Crandell.

During last month's Total Customer Experience Leaders Summit, brand strategists, innovation experts and other thought-leaders shared their insights and best practices for driving a customer-centric culture. Here are some highlights to help you design and deliver exceptional customer experiences:

• "Incorporating the Rational and Emotional in the Client Experience Journey"
• "How to Build an Experience Management Core Competency"
• "Innovating a Roadmap for Customer Experience"