I stumbled across this podcast on the way home this eve - worth sharing for a load of reasons but one that caught me was Henry highlighting the importance of customer experience as a flow. He talks about how we relate success to movement and that lack of movement is associated with failure yet in the face of this the vast majority of customer experiences today generally stop customers in their tracks so that we can 'process' them rather than allowing them to move on in their flow. I really enjoyed this interview.