Esteban Kolsky is a customer strategist, researcher, keynote speaker, and a consultant (analyst for 15 years, 8 years with Gartner). He believes that research has become a commodity and value has shifted from discovery to analysis and experience applied to better understanding of the issues and the solutions. In a long article, Vala Afshar, Chief Digital Evangelist at Salesforce, summarizes Kolsky’s thinking, including his 50 important customer experience related stats.
Kolsky’s concern is that companies believe that the customer experience is something that has to be manufactured, engineered or prepared for the customer. Whereas the customer is willing to define their experience as they go along, and this why most of the work in this area is of little to value. Kolsky believes that the customer experience process is non-deterministic, so one-time generically manufactured experiences ignore the nuances and complexities of actual interactions with customers.
Kolsky believes that the customer experiences must be chosen and validated by the customer. He does not believe that the customer experience is offered by the company. The company does however need to build an infrastructure – combination of cloud, mobile, social, apps, data science, CRM, community platforms and related technologies – to allow the customer to do whatever they want, whenever they want, and however they want. Customer experience is not a onetime event, and every single interaction is going to be different.
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
Vaccine hesitancy is a top10 global health threat. Dealing with it successfully requires understanding it as a behaviour and generating a holistic view of people’s perspectives & ecosystems. This way we can identify the best opportunities for intervention. Here is Experientia’s position on vaccine hesitancy and our tailor-made support for the vaccine industry.
100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]
Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]
Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “Transforming the Healthcare Experience Together”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]
Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]