Jenny Cheng argues that great customer experience goes beyond just the product. She notes that change is accelerating and the product is no longer the center of focus. To succeed, companies must commit to the customer, prioritize the overall customer experience across marketing, customer success, support, and sales. They must iterate by building success and connecting through emotional storytelling. A unified customer experience is required that commits to the customer, prioritizes everything around their experience, and iterates until achieving success.