More and more organizations have increased their focus on delivering an exceptional customer experience. It’s no longer just about the price or quality of a product or service, it’s about trust, emotion and the entire experience. Therefore, the customer experience market is one of the largest and fastest growing markets in today’s world. And when we think about improving a customer experience we almost instantly think about technology. There are so many different channels to connect with your customers and so many opportunities to improve their experiences using technology. However, because of this tight connection between the customer experience and technology, most of us forget what it’s really about.