Customer experience needs to be a competence, not a function

“Customer experience needs to be a competence, not a function. The end game is to have a customer-centric culture and a set of customer-centric processes, at which point customer-centricity becomes self-sustaining.” – Harley Manning

Read more in Harley’s interview “Making User and Customer Experience a Business Competency.”

1. Collaborating to provide insights can lead to positive customer experiences
2. Customer focus is the beginning, middle and end of a successful web strategy
3. Investing in the customer experience turns customers into advocates
4. It’s not “user” experience, it’s “people” or “customer” experience.
5. Don’t lose sight of the founding elements of customer experience