Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key. Bite-Sized Delight from the Episode: Why a remarkable customer experience is the best way to create word-of-mouth marketing. Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media. Smart companies turn problems into opportunities, even if it’s a problem they didn’t create. Are You Looking for Things We Referenced? Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak Chewy.com Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!