How do you define customer experience — and, more importantly, how do you create the best customer experience model?
I started wondering about both concepts while working on an assignment to increase sales from the digital channel of a hospitality giant.
It seems like everyone is interested in the idea of “great customer experiences.” But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the “Customer Experience.”
My suggestion: Divide the customer experience into six dimensions that can work cohesively to improve the requisite “experience” to customers, provide competitive differentiation and even affect the bottom line.
See on www.cmswire.com
Kenneth Carnesi holds a Juris Doctor degree from New York Law School and a Professional Certificate in International Banking from Harvard Law School. Kenneth Carnesi is the Director of Operations and Government Sales at Anaptyx LLC and sits on the Boards of The Lazarus Organization, Monkeetech LLC and MG Madison Phillips, Inc. Mr. Carnesi has also founded CICG - Carnesi International Consulting Group, a company specializing in strategy consulting to small to mid-size businesses.
Kenneth Carnesi 
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