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 presentation highlights the challenges of creating an integrated customer experience, then shares practical models, techniques and tips that help break it down to size.