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It does my heart good to see agencies focusing exclusively on customer experience. In my consulting work over the last four years or so I have seen over and over again that 1) most companies don’t know what they don’t know when it comes to gathering customer experience research and 2) they almost all can benefit mightily from an outside resource that is able to guide and lead the customer experience initiatives at least until the company is able to do the work on their own.
And that should be their goal. In the same way we are responsible for our own health, companies should be responsible for their own customer experience strategy and execution. But until then, an agency or consulting company is a good place to start. Find one that has some solid case studies and, most importantly, one you trust.
If you want to find out what this Customer Experience thing is all about why not attend a few conferences? There is one coming up in California in March: NextGen Customer Experience 2013
The complete list of speakers can be found here. These are the people on the front lines of Customer Experience and I can tell you (I attended the one in NYC last year) the war stories alone are worth the price of admission.
I have no affiliation with Universal Mind, I just admire their work from afar, but when you are there I encourage you to check out what they have to say about Contextually Interconnected Experiences on Monday, March 11, 1:30pm at the Rancho Bernardo Inn, Aragon Ballroom.