We are adrift in a 'sea of sameness'. The marketplace is crowded with competition and commoditized services. Price, quality and service are losing their ability toprovide competitive edge and create differentiation.
Copmanies with both emotionally engaged customers and employees outperformed their five largest peers in gross margin and sales growth in 2003.Customer Experience is on the mind of thousands of business people today.  But exactly what does it mean?  And, what is the value?  Human experience is multidimensional.  It is influenced by many things and emcompasses the whole of our senses: body, mind and emotions.