“Like so many things related to technology and new media, champions tend to push a bottom-up strategy. But, my point for this series is to complement the current groundswell by convincing executives and decision makers to lead top-down strategies that covey a vision for what customer experiences should involve. Then, and only then, we can inspire incredible UX to in turn bring that experience to life. Everything starts with defining a vision that articulates the view of the customer journey not just as you see it, but what it is that customer would appreciate, relate to, and value.”
Is Don Draper (a.k.a. Mad Man) becoming the reference for all things and beyond? Used to be Peyton Place.