from TIA 2016
Ubiquitous connectivity, the continuous stream of data, and intelligent platforms together create unprecedented ways for brands, governments and places to create environments of experience for their customers and consumers. The great danger lies in having old mindsets applied to new opportunities. Customer care is no longer about a 24-hour call center. User Experience (UX) and Customer Experience (CX) are under transformation. Customers expect more, and organizations can deliver more. The question is “Of what?” Is it greater engagement? A higher bar for meeting of expectations? A more in-depth immersion into a brand and its offerings? Or lower costs? Greater efficiency? Higher satisfaction? This panel of UX and CX specialists will dissect how human behavior and digital knowledge will combine to create new paradigms of interaction in a consumer driven world of business and government.