Around 51% of customer experience leaders say that the lack of a customer experience strategy is their biggest barrier to their efforts. That's like being a music conductor who tells his musicians and backstage people to "delight the audience" but doesn't tell them what to play. If you missed the Customer Experience Forum in New York a coupleof weeks ago, you can still see a few clips of me riffing on my conductor metaphor at the forum below . . . or you can read some of the core elements of the speech in my report, "What Is The Right Customer Experience Strategy?"