Customer Experience from past millenium 07:42 on Monday

Here we are, in 2008, raving about the importance of customer/user/whoever experiences, as if it was something new. And here’s a Fast Company article form 1999, explaining customer experience in clear words.

It’s the sum total of the interactions that a customer has with a company’s products, people, and processes.

What have we learnt since 1999? Is there something we know now and did not know then?

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