By Dr.. Natalie Petouhoff

Having been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives, that they are spending more on it but when customers are asked, they don’t think it’s better..

Source: DX is the New CX- Why Customer Experience Isn’t Up to Snuff