CX is Not a Department - My Journey

We've been talking about improving the customer experience (CX) for over 10 years. For a long time, I thought it was all about breaking down the "silos" within an organization to improve CX. I was wrong. These silos will always exist. They provide structure and define what they need to do. I and many others thought CX was simply customer service on steroids. True Customer Experience is not a department. This article covers my 30-year journey with CX and how I got to where I am today.