Studying the impact of innovation on business and society

Tag: Mary drumond

Designing the Future of Customer Experience

Designing the Future of Customer Experience

My last book, X: The Experience When Business Meets Design, explored the art and science of experience design. Looking beyond the disparate, but important disciplines of customer experience, brand experience, user experience, service experience, I sought to spark a creative coalescence between them…hence, “X.” It’s the letter, and more importantly, the experience, they share. Why leave experiences to chance? Why should experiences be disconnected and impersonal? Yet, for the most part, even in an era of digital transformation and machine…

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