The Future of Customer Experience Is Human, Meaningful & Transformative

Dr Andreea Antonescu | September 8, 2021

By Dr Andreea Antonescu   The concept of Customer Experience has become quite popular lately and it is used in discourses, storytelling, advertisement campaigns, business strategies, and research cross-disciplines. Therefore, at Institute of Customer Experience Management (ICEM), we decided to take a closer look at the concept and try to deconstruct it in order to generate a better understanding about its composing elements and attributes.   CX becomes HX: The Human Experience The questions we asked ourselves were at first of an epistemological nature and slowly shifted into more operational ones. So what is an experience...