A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies.  But, while CX innovation may indeed involve those activities, CX innovation involves a distinct, deliberate, disciplined approach with the customer at the center. In my…