The Value of "Surprise"
When planning your digital experience strategy, you are acting on a set of hypotheses about what your customers need from your brand. And when those assumptions are proven correct by your customer data, it’s incredibly gratifying. However, the real opportunities to improve your experience come from the moments when you’re surprised by the outcome and, therefore, get to crush false assumptions about what your customers really expect.
In this session, you’ll gain actionable solutions to:
- “Slam” your assumptions about your customer and user experience to gain real learnings
- Take what you’ve learned and take effective action for Experience Improvement
- Foster a culture that sees the value in “surprise”