Customer Experience is beyond just servicing support to your customers.

It is looking at your entire business model from the customer-centric point of view, and scoping, planning, and developing accordingly.  In his Handbook of CRM, Adrian Payne outlines the Framework for a CRM model that he has implemented into companies like BT, Broadvision, Royal Mail, SAS, Teredata, and more.  His forward-thinking wholistic approach to Customer Experience delivered through the entire company is my methodology , as well.