Disconnection between customer experience and brand is killing organisations.

Publicis Sapient Experience
7 min readMay 18, 2020

For a significant portion of the past decade, customer experience has been signalled as a silver bullet for organisations. A resolution for ailing shareholder value and Net Promoter Score, endorsed by market data — experience-led companies outperformed the S&P 500, 22% of Fortune 100 companies have C-suite customer officers compared to 6% of the Fortune…