Constellation Research: Experience Needs a Redesign

We spend an extraordinary amount of time thinking through where and how our customers expect to transact, interact, and even explore. Engagements are carefully crafted, technologies secured, and workflows established to ensure that customers traverse their “choose your own adventure” style of connected, repeatable experiences. Every effort is made to serve customers rightsized engagements—not just for a moment but for their moment. The “work” of being a customer has never been so easy. So why is the frontline work of delivering experiences the last to get a redesign?