When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies.
If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising. They offer simple ease, cutting-edge modernity, and under-budget overhead!
But such redundant benefits can only be realized if the tech is incorporated thoughtfully. Because if it isn't, then the tech can also result in high levels of frustration.