Think about your organization and your customers… what promises do you make to customers? Do you know how to deliver them? Is it seamless and enjoyable? What is your customer’s experience like across each channel they deal with you? Think about your own experience as a customer for a service you use… How would you improve that service to improve your own experience as a customer? Has the service been set up so for you? What things would you add or remove to the service to help you get your job done easier?