The experiences customers have with brands involve many digital elements, including everything from websites, chatbots, mobile apps, kiosks, interactive voice response (IVR) systems, digital assistants and more. In spite of the recent focus on the customer journey, many brands fail to craft these omnichannel experiences based on their most important commodity: humans. Let’s take a look at how human-centric CX design can improve the customer experience.
Emily Wright, senior research analyst at the comprehensive software reviews service SoftwareReviews.com, told CMSWire that many brands add new digital channels and then think they’ve done all the work necessary to provide a better customer experience. Wright said a digital channel is merely a tool.
