CX is the result of every interaction a customer has with a business, from navigating the website to talking to customer service and receiving the product/service they bought from the business. CX is a Key Performance Indicator for every Business-to-Consumer (B2C) organization, from a vast range of companies across several industries with an exposure to retail, such as tech company Apple, luxury fashion Chanel, luxury car manufacturer Mercedes as well as banks or insurance companies.A great CX starts with a customer-focused mindset. A happy client is a client who consistently gets his needs and wants met by a business, and who ultimately becomes loyal to the brand. More and more companies are investing in CX programs and technologies in relation to CX. BadHart is commited to help brands getting insights on there customer experiences by delivering meaningful, unique and targeted customer experience feedbacks by using the classical approach of CX called mystery shopping. After years of experience in the CX market, we were concerned about the issue of how to innovate and find new ways that can problematise and stimulate the client engagement, participation and initiative in his customer experience.