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.

I believe that those companies who can make that transition from seeing their customer services as more than a necessary evil, and begin to see  them as the voice of the customer and a source for enterprise-wide opportunity for improvement, will be those businesses still standing 20 years down the road from now.  It is up to the leaders of today to champion people like us within their organizations, those who adamently, fervently, advocate, and speak consistantly as the voice of the customer.