UX14 - Bridging The Gap - UX Approach For CX (Monica Deshpande)

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October 10, 2014

UX14 - Bridging The Gap - UX Approach For CX (Monica Deshpande)

With the recent changes in the markets due to the disruptive technologies, Customer Experience has come of age. Customers are today expressing their needs vociferously. This is pushing us, User Experience professionals, to go beyond the jurisdiction of development of user experience for a single product/application and focus on providing organization wide, whole customer experiences.
With the growing consumer centric markets, the concepts of customer experience are leaping ahead. To stay aligned it will become imperative that User Experience aligns with Customer Experience. It will help if we follow an approach to user experience to achieve the end goal of a satisfactory customer experience.
I would like to share with you my approach to achieve this paradigm shift, an approach which can be called as UX approach for CX. This approach draws inspiration from proven theories and will help us align to the new paradigm.



October 10, 2014