The picture pretty much sums it all up.
The fact is that Customer Experience demands more from the service provider when engaging internally and externally. It is focused on the client, your main source of revenue and the reason of an organisation’s existence. It goes beyond developing the best product in the market; it ensures that solutions are provided for everyday needs. It is the need of a customer that guarantees business, and also the experience of the customer that guarantees loyalty.
Certainly more work is needed for further understanding and adopting kaizen (continuous improvement) principles, acknowledging this is starting point for anyone focused on sustainability, competitive advantage and strategic innovation.