Voice of the Customer with Jennifer Arnold (2/3) - Is technology actually getting in the way, or are we simply innovating so well we don't notice it happening?

Jen and Stu are back for the second of three conversations on customer experience. Much like three kids in a trenchcoat, the various parts of a large company are often poorly balanced and easy to spot despite their best efforts to appear like one functioning person. Is this simply due to process misalignment, or is the bottomless hunger for data points and obsession with technology getting in the way of simple, human touchpoints that make or break a relationship? #findtheflowstate