Guest Post: How to Walk the Customer Experience Tightrope

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience.
For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare. Add to the mix unwelcome noises, a strong wind, and other distractions, and you might think, even for the most experienced performer, that getting to the other side is nearly impossible. The key to not tumbling into the abyss is to block out the distractions. Similarly, those individuals in charge of their business’ customer experiences (CX) could learn a lot from a tightrope walker.
Both need perfect balance. The same way noise can disrupt a tightrope walker, businesses must strike the right balance in communicating with their customers. Too much noise can alienate a customer for good, while too little