Bruce Temkin posts some very good articles on customer experince and most recently this one caught my eye on the challenge within an organisation to focus on delivering and improving the customer experience amidst a sea of competing priorities. In my mind, questions spring forth...what are these 'priorites' that are perceived to be more important than improving the customer experience, and are they really and truly more important?? Admittedly, I see it in the work we do with clients and I still don't understand it. I would be keen to hear your views on this and your competing priorities....Reminds me of a Tom Peters quote, " Calendars never lie. They are 100% accurate and visible indicators of your priorities."