Consistently delivering a service offering that not only matches your competitors, but delights customers and exceeds their expectation - is a company-wide undertaking, and certainly not something left to Customer Service, Marketing or IT alone to deliver. Experience Architecture provides a means to understand the customer centric, cross-functional, ‘joined up’ view of all necessary contributors to achieve outstanding customer experience.
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We are in a new era of humanism.1 Soon, through augmented reality devices, digital information will no longer be consumed through rectangular phones and screens but will be overlaid onto our physical environment. Already, customer and employee experience is the axis of business strategy for brands seeking to build loyal followers and advocates in an increasingly fragmented and volatile marketplace.