Robert Hackl suggests three important principles in good experience design across digital channels. Finding a way to handle the "exception" cases with good design will unlock significantly higher customer satisfaction. It turns out many customers are frustrated with the same problems - which are not "exceptions" at all...
C-Level Business Builder and Board Director | Sprint | T-Mobile | Vodafone | McKinsey | CRO | COO | Chief Transformation Officer | Telco | Hi-Tech | Financial Services | Advisor
My 2nd Forbes article is live: What ‘good digital’ looks like & how GenAI will change the game. Here at MCE Systems, we have a clear understanding of ‘what good digital looks like’ and its importance for mobile operators. This is rooted in our proprietary end-consumer market research, industry benchmarking, and live implementations. So, what are the key principles of ‘good digital’ for customers? Here are the three key factors: · Give customers intelligence at their fingertips · Make the experience consistent across all channels · Provide seamless tracking of interactions The inspiration for this article stems from my passion for improving customer experiences through deep, yet actionable insights. I am curious about your thoughts, let’s have a conversation! If you would like to read more about our AI-led Device Care in partnership with Amazon Web Services (AWS), go to https://lnkd.in/eHDscf6B #GenAI #digitaltransformation #mobileoperators
