How do you design your customer experience?
Who is responsible for doing that?
YOU are the chef in designing your customer experience, whether you are working in a big company or own a business. I suggest three things to be a great cook in designing customer experience:
Designing customer experience is too big and too important for one department or an external agency to be responsible for. This is the core capability that any organization must inject and cultivate.
Check out the Customer Experience Design Cookbook designed to help bankers and entrepreneurs to kick start.