Creating a great customer experience (CX) and fostering a customer-centric culture requires one important detail-your customers. Saying and believing that you care about your customers is nice, but it does little to impact your CX. When we talk to professionals about building a customer-centric culture or elevating their CX, we often ask them, how do they get customer feedback today? Are they relying on third-party review sites? Do they implore customers to stay on the line after a support call?