John D. Moses: Companies often fail to recognize the limited role that technology plays in the delivery of a meaningful customer experience. Customers only will recognize that a company has an intimacy defined as a “close familiarity or association” with them when they begin to see targeted products and solutions. Products and service that recognize some expressed or implied preference of the customer in question are manifested almost entirely through specialized products and service. The 4 P’s of Customer Experience is almost entirely derived not from technology, but from four other foundational elements: Product, Process, Policy, and People.”]
Source: https://www.csoonline.com/article/2118037/understanding-the-four-p-s-of-customer-experience.html