We need to clearly understand and remember that we are in the people relationship business. The CSX must be paramount, foundational, and fundamental and effectively communicated in a contextually relevant message that aligns with the consumer’s needs in personalized, professional, knowledgeable and helpful manner. It has to be well executed in order to bring that element of magic, wow, delight and surprise. The desired goal is to make the consumer feel they are the most important person in the kingdom and the only person on the stage. Delivery and executing the service experience will result in them bragging on social media about their experience, while becoming an evangelist for your brand. It’s all about excellence! We have to transform the customer’s experience journey.