Ian Lurie, CEO and founder of Portent sees a direct correlation between attending a celebratory event and how brands approach customer experience.
He says, CX is how a brand treats its customers. I'd compare it to attending a party: When you go to a party, you know the room, you dress appropriately, you make conversation, and then you observe and adjust your behavior based on each person's response to you. You do all that as one person. CX approaches customer interaction the same way: one brand, taking a holistic view as it plans, executes and refines the way it works with customers.
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