As customers expect more and more from their IT organizations, the customer experience becomes ever more critical. Especially when business customers are comparing that experience to the one they get from organizations like Apple and Google.

But there are many facets to the customer experience. The challenge is that most IT organizations miss the single, most important part of it.

In this video, ITTI founder Charles Araujo explains how his beloved Nespresso machine symbolizes this important part of the experience that most IT organizations miss.

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