I was there in Las Vegas when a standards body announced the name “Wi-Fi” for the first time. I was briefed about the Internet of Things long before it became a thing. I have helped explain “cloud computing” to audiences that range from chief financial officers to small and medium-sized business owners.
Compared to those terms, “customer experience” is a lot less difficult to get across. This is in part because it’s based on two pretty commonly-understood words, even then they’re put together.
That’s also a part of the problem for organizations that want to use customer experience as a competitive differentiator.
Although I’m far from the first to point this out, I felt like I encountered a tipping point of sorts when I took my family out for a walk this past weekend and saw this: