Agile, Engaging Customer Experience: Who’s Catching the Frisbee?

Is your customer experience agile, or inflexible? Even with constant vigilance, companies create customer experiences that are harder than they need to be. Instead of creating an agile customer experience that leaps and turns in response to customer context, actions and desire, a rigid customer experience demands agility from customers who leap and twist to respond the company’s actions and goals.
If your customer relationship was a Frisbee game, would you be making the toss, or making the catch? Is it,
“Here you go, buddy, good luck catching that one.” Or is it, “Got it! Got it! Got it! I got it! (chomp!)”
In your customer relationships, who is throwing and who is scrambling to catch?