Lou Carbone, Founder and CEO of Experience Engineering recently was interviewed by Shawn ‘Man on Fire’ Nason as part of a panel discussion on Humanizing Emerging Technologies.
Key take-away: The migration to digital can lead to commoditization since so many businesses are doing the same thing. It’s vital to understand and embrace the basic human needs in the experience to create distinct value. Jumping ahead to individualization may feel right but segmentation can lead to fragmentation. Newer overlook the common desired experience shared by all customers.