Brands that haven’t considered “customer experience” as a top priority for 2019 may want to have another look.  It may be that brands should start thinking of it as “consumer” experience. The fact is, consumer experiences occur in many ways and at all touch points one has with a Brand. If there isn’t a systemic approach to thinking about consumer experience, unintended consequences of a bad brand impression or experience can result. And in the digital age, the amplification can be costly…