Sometimes it seems like the basics are forgotten. It all starts with this. There are two parts to customer experience: the customer, and the experience. The CUSTOMER is a person. A human being. Your neighbor, your aunt, your postman, your car mechanic, your librarian. This is a person who deserves to be listened to, not just "monetized" or reduced to a number in a database somewhere in the cloud. The EXPERIENCE is everything that happens to that person as they interact with your co...