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#831: CSG's Megan Lukitsch on radical simplicity in CX
What if the ultimate goal of customer experience isn't to create a memorable moment, but to deliver an outcome so seamless and intuitive that the customer doesn't remember the experience at all?
Agility requires brands to pivot from building complex, memorable journeys to engineering simple, almost invisible pathways to customer outcomes.
Today, we're going to talk about a counterintuitive but powerful idea: that the future of customer experience is not about creating more elaborate experiences, but about radically simplifying them to the point where they become forgettable—in a good way…
The skinny
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