Customer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance and HR.
Forrester Research does a great job of tracking the evolution of this key competitive differentiator.
Forrester says customer experience or CX has six component elements: Strategy, Customer Understanding, Design, Measurement, Governance and Culture.
Two of their senior analysts Kerry Bodine and Harley Manning have brought together their insights and published the book Outside In:
The practice’s blog is worth following.