INTRODUCTION
We are at an inflection point. The world of 'Digical' (a combination of digital and physical) is here – all hardware needs software and all software needs hardware. As I talk to global businesses, the one thing that comes up in almost every conversation is how their customer expectations have taken a dramatic upturn.
Today, it is no longer good enough for a business to have a great standalone software application or a competent service support team or a formidable brand image. Customers need every single touch-point to be seamless, integrated, and delightful.
Which brings me to my main point – a great UX (user experience) alone will simply not help businesses succeed in today’s digital era. For a business to stand out, they need to transition from UX to CX (customer experience) – taking a deep look at every single customer touch-point and making it a unified part of the whole.
