Advancements in technology like generative AI are creating opportunities to optimize customer experience, but the basics behind great CX remain as important now as ever. 

A company can’t deliver great, modern experiences unless its leaders understand what their customers want in the first place. From there, they can pick and implement the modern tech that offers the best return on investment.

Employees’ experience is closely related to customer outcomes, making it important for CX leaders to learn how to tap frontline workers for insight as well. And as CX moves up the C-suite, leaders need to build connections with fellow executives to ensure CX is supported across the upper echelons of the business.

CX Dive has created a collection of stories that look at some of the basic principles behind great customer experiences and how leaders can improve them. Is there an element of CX basics you’d like to see us dig into? Send us a tip.