MUSINGS ON EXPERIENCE, TRANSFORMATION, STRATEGY AND MORE
As my hunt for a (corporate) transformation algorithm goes on, I continue to put together my thoughts as they crystallise.
In this article, I look at three transformational truths too often ignored by leadership teams.
Almost every company wants to make life easier for its customers. Reduce that Customer Effort Score.
But when trying to easy-fy a customer experience, we often work on the wrong problem.
Alain Thys is an experience architect who helps organisations drive profit and transformation through experience.