Ka-chunk! When customer experience design fails and how to avoid it
We’ve all heard it. Customer experience should encompass every aspect of a company’s offering and consistently engage a customer across all touch points. This utopian vision speaks to our souls and warms our empathetic hearts.
However, ask any UX professional who has rolled up their sleeves and attempted this mighty task of organisational unity (even at a micro-level) and they’ll tell you it can also fry the mind.
Through personal and industry examples, this talk will highlight the challenges of creating an integrated customer experience, then share practical models, techniques and tips that help break it down to size–interaction by interaction. Attendees will walk away with a more complete picture of the customer experience life cycle, a better appreciation of content strategy’s role and techniques to improve client and team collaboration.