组织要提供一流的产品和服务体验，仅关注“用户体验”已经不够。行业领导者必须全盘考虑整个组织，才能捕获及考虑到所有客户体验接触点。用户体验到客户体验的飞跃可以说是一项巨大的观念转变，因此这篇文章将提供一个框架（认知、参与、使用、演变）来评估公司内的客户体验开发水平。这是一个构建客户体验的基准。
文章全文为英文版
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Ger JoyceGer Joyce is a senior user experience researcher at Rapid7 and a frequent speaker at human factors and human-computer interaction events. He is also a PhD student at the School of Computer Science, University of Hertfordshire in the United Kingdom. His academic research focuses on the usability of mobile applications within rapidly changing contexts. Twitter: @uxbos
Mindy MaxwellMindy Maxwell is a UX research and design consultant based in Boston, MA. Outside of her practice, she’s been involved with UX Magazine as an author, contributing editor, and associate managing editor since 2010.
Jay BrewerJay Brewer is the senior director of UX at Rapid7, creating next generation security products. He has been working in design and technology for 20-plus years. He was the lead user interface and experience designer for Lord of the Rings Online and Dungeons and Dragons Online at Turbine, Inc. Twitter: @jaybrewer
Saurabh DuttaSaurabh Dutta is the director of user experience team at Rapid7. He’s worked in design and usability domains across physical and virtual products for over 14 years. Saurabh has published papers and presented at various usability conferences, including UXPA, HFES, AHFE, and HCII. Twitter: @saurabhdutta
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