I recently spent almost a week in Las Vegas for a mixture of work and fun. It’s easy to get consumed by all of the sights and sounds of a city that truly doesn’t sleep, but as usual, I couldn’t help myself — I had to observe the varying elements of customer experience everywhere I went.
Much has been written about the importance of customer experience (CX), and many studies have suggested that customer experience will be the next great corporate battlefield. In fact, a 2014 Gartner study found that by 2016, 89% of companies expect
