Ever have a sneaking suspicion something just isnt right, but you dont know how to fix it? Is that happening with your organizations customer experience design for service delivery?
Lately, Im seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation. Your customer experience design needs work!
Allow me to share a few recent examples from my consulting and speaking work, and see if you recognize anything in your organization.
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