Chapter 7
How to design new and improved experiences
The new area of growth in customer experience is the design and redesign of customer-driven experiences – what framework exists to help teams to truly deliver changed and improved experiences? Using examples I will illustrate how teams can really innovate and drive improvements using expert facilitation and structures to support them. We will also consider the issue of ‘wow’ experiences and provide examples of how they can be deliberately built (experience by design) rather than be the response to failure, as is so often the case. Let’s explore the answers to these questions:
- How can you move from ideas into action by integrating outside-in thinking with the inside-out processes of the company? ...
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