“Compelling customer experiences — physical or digital or both — start with compelling customer understanding. When we understand customers well enough, it gives us the ability to connect with them on a deeper level, even in small ways. We have to strive to challenge our beliefs about what customers, and now employees, want in an experience.
Exceptional customer experiences are not about knowing every detail about your customers, it’s about knowing what your customers do, and why they do it. Demonstrate that you understand how to help them be successful and confident at pivotal moments in their journey.
It is about context, not technology. As business leaders, you have the power to influence this change.”
https://hbr.org/2023/03/using-technology-to-create-a-better-customer-experience