What is experience? What is customer experience? Believe it or not, trying to answer these questions is where the future of digital transformation and experience design intersect. While I was in London at an event focused on innovation in customer experience, I filmed a short video for Oracle to explore the topic. A 20 minute conversation was edited down to a a one minute burst. Knowing that this would happen, I spoke in Twitter-like responses. I hope it helps you in some way…
Customer Experience is the sum of all engagements in the customer journey throughout their lifecycle. It’s not any one moment, it’s all the moments together. Digital disruption humanizes customer experience today because it forces us to see the breadcrumbs that people leave and ultimately the behaviors that they exhibit…and more so their preferences and interest etc. It allows businesses to see people for who they are and who they want to become.
The future of customer experience lies in the ability to read architect not only what the experience is and how to improve it and to remove friction, but also to reimagine what the experience could be based on how technology is changing us.
To survive in an era in digital Darwinism not just think differently but act differently. One such way is to build the equivalent of an innovation center within the company. This is different than R&D. This is about looking at emerging trends and technologies and also the disruption or effect it has upon markets.
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Experience is everything…read my new book, X!