ArtvsScienceThere is a long-standing debate as to how much of customer experience management is science and how much is art.

As you decide where you weigh in on the question, here are two [of my personal] customer experiences for your consideration. While one experience is a customer satisfaction triumph and a pleasure to share, the other tells a cautionary tale. They both illustrate the critically important role technology can play, blending science and art to create positive impressions and continuing customer loyalty.  Read more at CMSWire