Most people make the mistake of thinking design is what it looks like. People think it’s this veneer – that the designers are handed this box and told, ‘Make it look good!’ That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works.”– Steve JobsGreat customer experience doesn’t just happen. People own it. And not just ‘a’ person, but a collaboration of people. It’s carefully designed – just like a product – because to deliver it extremely well, we have to collaborate across organizations to understand what it looks like, how it happens and then actually deliver i

Source: Customer Experience by Design – Type A CommunicationsType A Communications

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