In times of crisis, consumers expect immediate, personal, and empathetic experiences. Every touchpoint in the customer journey is like a double-edged sword that offers an opportunity to earn their loyalty, and a challenge to meet their expectations.
The focus is shifting from company and product to a human-centric design: from optimizing touchpoints to improving experiences from end to end. And from designing and building a full experience to experimenting with agility. To analyze these shifts, Infosys Confluence 2020 brought together a panel of diverse technologists and humanists in the business of experience: Martha King, Managing Director, Vanguard; Sorabh Saxena, EVP Customer Service & Operations, AT&T Business; and Lisa Bisaccia, EVP and Chief Human Resources Officer, CVS Health.
It’s no longer about launching just products or an inward focus on what’s important to the corporation. It’s an outside-in view of what’s important to the customer.