Why Read This
The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when companies could assume PC-based interactions and undivided attention. In the post-PC era, customers expect experiences to come to them — regardless of which device (or devices) they are using — and to provide services aligned with their needs and abilities, in the moment. In this report, we explore how consumer experience expectations have changed and why companies need to deliver experiences that are natural, adaptive, and anticipatory. Further, we address the need for customer experience designers to adopt a new mindset focused on aligning new technologies with user needs, and we provide examples of how designers are doing this with natural language and spatial gesture technologies.