On the heels of Loyalty Expo, the Loyalty360 Awards and Loyalty Landscape, we are shifting our focus to a critical leg on the journey to customer loyalty – customer experience. As Loyalty360 ramps up for the November Engagement & Experience Expo, new industry assessments for customer experience are in the works. We decided to start by doing an exercise that will help us understand the foundation from which organizations build their customer experience strategies. Since customer experience can be a nebulous and....