Customer experience is hot---but people tend to misunderstand what it means and how to create effortless customer experiences.  This discussion with Dione Hedgpeth looks at how we have to look at customer experience differently.  Dione shares the journey she and her team at Apptio are on.  We cover a wide variety of topics including designing the customer experience, the importance of the underlying principles in customer experience design, creating low effort customer experiences, segmenting the design, embedding it in the organization.

It's a great conversation!  Listen and learn.