8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
NN/g UX Podcast
Are You Responsible for Creating a More Human Centric Organization?
It can feel if you're just an individual contributor at organization, maybe you're focused on design or research. It can be really hard to feel like you have influence over this grand a ecosystem that's required to deliver customer experience. There's no way to transform an organization around customer experience from the bottom up. The changes that have to take place are huge operational changes. And it is not easy. Certainly does not sound like it's something that can be done overnight.
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