You need a mature CX/UX practice to be competitive in attracting, persuading, and serving customers. Sure you need a persuasion architecture that resonates with the target customer’s drives, blocks, beliefs, and feelings. But you also need an omni-channel strategy that aligns with that persuasion architecture and that delivers painless and compelling interactions. This won’t happen through good intentions, or even the brilliant direction of one person. Your organization must field a mature CX/UX practice if you want to be competitive. 

 I’ll define what is included, and prove that you can’t compete in fragments.  I’ll give some examples of the key components and strategies for establishing serious CX/UX capabilities. Then I’ll share strategies for companies of various sizes and types.