Apple, Disney, Facebook and Google deliver some of the world's greatest customer experiences (CX). But they also offer some timely warnings for startups and established companies that are just starting the CX journey.
The phone conversations started early today. Amy Katz and I were discussing some of our latest R&D efforts. We agree on vision. But we're going back and forth on execution, chipping away at some key decision points that worry us. Just how much innovation is enough? Fortunately, firm deadlines will provide the answer.