Building magic moments: How to be a leader in CX

Customer experience has become a popular buzzword in 2016 - right up there with ‘digital transformation’ and ‘digital disruption’. Most of us know it’s likely to impact every area of our business, that it might have something to with social, and needs to be at the top of our very long list of customer-obsession strategies (along with finally proving that social engagement actually does drive value in the long-run).
But what exactly does customer experience mean? How