Harvard Business Review on Customer Experience
The February issue of Harvard Business Review has what I think is their first article dedicated to creating customer experience. CX has officially gone mainstream. The article by Christopher Meyer and Andre Schwager hits most of the right notes (cross-disciplinary integration, listen to customer needs, employ different metrics), though downplays the role of product designers play in forming customer experiences.
They had it available as a free preview but it looks like that’s over, so now you have to pony up… A worthwhile read, however.