若單只關注客戶服務就不能說是顧客最佳體驗 (customer experience), 也缺乏全面的顧客體驗觀點, 因為顧客會進行較廣泛、跨通路的採購旅程.

outsided in 是哈利．曼寧 (Harley Manning)在2012年底寫的書, 作者在加入 Forrester(well known research firm)前是在 AT&T Bell Labs 中設計以人工智慧(artificial intelligence)的用戶介面設計.
基於此概念, Forrester 提出下圖模型(CXi, customer experience index) 並且大規模的實證研究.

Forrester 也提出客戶忠誠的三項指標
•Willingness to consider for another purchase
•Likelihood to recommend
•Likelihood to switch

Source : http://blogs.hbr.org/2012/08/customer-experience-should-be/

ousided in 在 amazon 網路書店: http://www.amazon.com/Outside-Harley-Manning/dp/0547913982/ref=sr_1_sc_1?s=books&ie=UTF8&qid=1390363899&sr=1-1-spell&keywords=outsided+in

附圖: CXi, customer experience index, 從 cusstomer experience pyramid 到 CXi