This is an excerpts from Co-Creation: Finding The Cubed Factor For Customer Experience (CX).
UX has helped global organizations to think and take into consideration how their users and customers interact with brands and companies through interfaces, digital services and the whole ecosystem. UX has also brought users closer to brands by involving user opinions.
However, when UX is in action, brands often leave UX to manage the conversation. UX researchers, consultants and designers often act as the man in the middle, interpreting both the brands’ goals and the users’ expectations. As much as UX accomplishes, global organizations are still not engaged and are still not talking with their customers.
This missing exchange is crucial. It has become clear, in fact, that customers are more focused on the experiential elements of a product and a brand than the product itself. As J. Pine and Gilmore put it, “An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event.”
The key to bridging the conversation gap between Global companies and their customers is “co-creation.”
Read the rest here.