Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them?

Think about the things that you’re doing to transform your organization and your customer experience. Are you doing busywork, or are you doing real work?

Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth, you must first know what that means.

In the world of customer experience, what’s the difference between outside-in and inside-out?