Member Since: 26th Sep 2019
22nd Apr 2021
I've never liked the phrase experience design. I don't think you can design experiences because there are so many other elements that are out of your control. The customer's mood. The reliability of technology. The weather! But services can be designed. So the difference is that customer experiences are much more holistic and also factor in things that are out of the control of the organisation.
5th Dec 2020
I really enjoyed this article Peter. I agree with everything here.
30th Oct 2019
An important post. Thanks for sharing.