Just read this from Alex Mead on LinkedIn.
Just saw a powerful old video clip of Steve Jobs answering a tough panel question from an Apple strategy detractor. His response was "You've got to start with the Customer Experience and work backwards to the Technology". So very right, and still so very relevant, particularly with the ever increasing raft of Technology solutions that are quite frankly being deployed without making life better for customers. Still too often business transformation is being decided by CTO's, CIO's, CFO's and people that simply don't think like a customer. That is why you have to respect the guy in so many ways.... Customer Experience needs to be supported by Technology, not driven by it. Get your CX vision right first, and be bold, then align everything behind it until you get there.