Christine Crandell , CONTRIBUTOR

Customer experience has undergone a dramatic transformation over the past four years. Beginning as a new software category promising to help companies delight, convert and retain customers to where it is today, a business discipline, focused on aligning culture, strategy and processes to audiences’ life-cycle expectations.

http://www.forbes.com/sites/christinecrandell/2016/05/09/customer-experience-is-a-culture-problem/#5c4180b2137e