As customer experience strategists, we are seeing two popular competing approaches to customer experience (CX)—“surprise and delight” versus “effortless simplicity.” These are both valid CX approaches depending on the customer’s context, and this has led to a fair bit of confusion around how people speak about CX design.  At Lenati, we feel it’s time to clear that up. First is the premise that customers should experience “surprise and....

Log in with your Loyalty Management subscription or Loyalty360 member credentials to access this Loyalty Management article.
Loyalty360 members can access a variety of member-only content including Loyalty360 In-Depth Exclusives, Analyst Briefs, all Loyalty Management articles, Hundreds of On-Demand Webinars and more.

Recent Content