After investing considerable time, energy and dollars into your customer experience program, are you really sure it’s working for everyone? This article lays out some important considerations for CX testing that many retailers tend to overlook: accessibility, omni-channel experiences, and payments. Accessibility, the author argues, remains one of the primary barriers to ubiquitous great customer experiences. Further, many fail to map the customer journey in enough depth to ensure every interaction with your brand is smooth and seamless. This is especially important to the payment experience which, they say, can round out a great customer journey or ruin it. Read more.