It’s a new year and not necessarily another step forward.Ā This isn’t the first time I’ve used this profound picture by Banksy as inspired by Meek. It always inspires me to spread my wings as a change agent. In my research, I find time and time again that digital transformation and corporate innovation is spurred by customer experience. The reality is that customers, as a result of their relationship with technology and the resulting digital transformation of their personal and professional…
The Future of Experience Design
It’s amazing to me how many companies still don’t “see” the customer when it comes to customer experience. While everyone talks about Customer Experience (CX) as the new black, most companies miss the real opportunity to be customer-centric. They don’t actually think about experiences from the perspective of the people they want to reach. Customers are evolving. Business processes and mindsets are not keeping up. As a result, they’re limited in the ability to design experiences that matter to an…
