Tony Costa is a Senior Analyst at Forrest. At the Executive Customer Contact Exchange US he presented an insightful session on data-driven design and the rise of individualised experiences.
He says that in todayâs society being âgoodâ is no longer good enough, because organisations donât stand out and you blend with everyone else. Youâre not a differentiator, which you need to be to get in the âexcellentâ category. Therefor you have to think about innovation and doing something your competitors are not; the data-driven design evolution.
Watch his full session below.
CX TALK: Forrester on the Data-Driven Design Evolution
CX Network | 12/06/2016