Tag: service

After having stressed the importance of experience on digital business models and tried to build a definition of what experience is in this context, this post is about defining what at the characteristics, the criteria upon which to assess an experience. Starting with the assumption that we can't manage what we can't measure, it's important to have main lanes, landmarks allowing to say "have we handled this point" and "we're are we now ?". As I always mentioned it's not about customer experience but overall experience. Building a strategy based...