When you take your car in for repair, you typically don’t want the mechanic to give you all the gritty details. You need to briefly know the problem, its cost, and when you can be back on the road.

There is a similar “basics only” approach to becoming an experience business. In our multi-part Experience Essential series, we examine the basics of customer experience (CX)—the building blocks you’ll want to have in place to sustain customer experience management (CXM) success.