What are the building blocks of the customer experience? And how will it change through programmed relationships, analytics, the Internet of Things and the digital OS?
Or is customer experience already dead? And old relic unable to deliver on the promise it gave because of its hands being tied and a lack of imagination to what customer experience is? A band-aid put on top of corporate strategy to pretty up the bride while business was doing business as usual?
Where Customer Experience has failed will we see success through Customer Delight? Which at least demands that if we are to dramatically change our relationships with our customers we need a new idea of how to think - and how to manage an organization around that thinking.