Customer Experience Professionals, Meet Service Design: Your New Best Friend 1to1 Media (blog) But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals:...
Rick Shaughnessy's insight:
Customer experience design IS service design. What's interesting in the networked environment is that experience design is no longer exclusively linear things like device access, emotional site are probabilities. Narrative and story helps connect these together as an organizing context and sequence, no matter the access point
"Call it app-athy: While many TV viewers sit on their couch with a mobile device in hand, most think second-screen content synchronized with a TV show is just... sort of OK. According to a new survey, just 42% of people who use a smartphone or tablet to access related TV show content have tried synchronizing the second-screen experience with live TV. And only 13% of those said it makes their program viewing experience “much more enjoyable.” The majority (67%) said it made TV viewing just “somewhat” better — nice to have, but not a necessity...."
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