Are You Engineering the Customer Experience Out of Your Business?

Automation. Robots. Technology taking our jobs. I defy you to pick up a business magazine and avoid this topic -- it will be in there somewhere. However, there's another theme you won't be able to avoid: the need to focus on the customer experience. These two trends are in tension much of the time. They don't have to be, but due to most businesses' seemingly inescapable need to focus on themselves instead of the customer, that's often the case. I ran across a prime example recently. I'll admit it: I eat fast food sometimes.