Great stuff. You might want to check out CXPA or talk to CCXP people, as the process described by you is something they were advocating for the last 5 years or so. Replace user with customer and digital with customer experience and this is almost 100% what they teach and stand for. Doesn’t reduce the value of the learning and sharing you do, just might be a great resource down the path.

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Customer experience strategy resulting in new or improved products and services. We measure customer experience and create strategies.

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AbilityMatrix

AbilityMatrix

Customer experience strategy resulting in new or improved products and services. We measure customer experience and create strategies.

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