Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual -experience- rather than the quantitative service efficiency metrics gathered by most CX tools.

Customer experience management is not about managing every objective -experience- your customers have with you. It's about understanding, measuring and creating -experiences- that customers -value-.

So while service and efficiency are wonderful things, they represent -business as usual-;...