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Customer Experience Design

Customer experience has become the single most important differentiator

Products and services are turning into commodities at an exponential rate. One of the few remaining differentiators today's businesses can use as a competitive weapon is the experience they (knowingly and unknowingly) offer to their customers.

The value customers attach to products and services is determined by the experience across the whole of the customer decision journey.

Whether you like it or not, all customer interactions engender an experience. Managing these experiences in a methodological and disciplined fashion has become imperative in today's business world. It is the single largest opportunity for creating and capturing value.

Customer Experience Design as a marketing discipline

From our collaborations with clients across a range of industries, from retail to B2B engineering, we have distilled a methodology for the sustainable management of customer experience.

Based on touchpoint and customer journey analysis, and infusing interactions with brand identity, we help you design for desired customer experiences and monitor the effectiveness of interactions.

You'll find more information on our methodology and how to apply it in our whitepaper "Customer Experience Design: a framework for a new marketing discipline".

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The Bot Chronicles S01E09: Domains, Contexts, Intents and Entities

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In episode 7 of this series we covered step 3 of our discovery phase in bot development (how to define our bot fuctionality). But we stopped short on it and left out the whole concept of domains, contexts, intents and entities. In episode 8 I gave you all a quick scare, and now I'm back to finish off what I started in episode 7.

In this episode we'll dive head-first into the concept of domains, contexts, intents and entities. 
 
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It's more than digital, it's your business
The Reference is nothing without its customers. Melexis is the stock market-listed global player in the semi-conductor and sensors industry for whom we facilitated future company growth by updating the brand, building the completely new corporate website and giving shape to the use of online channels. Read more about this client.

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