Template

Invisible Experience Competency: Real-Time Interaction Management

Build Real-Time Interaction Management Competency To Pick The Right Content For Interactions

December 29th, 2023
Rusty Warner, VP, Principal Analyst
Rusty Warner VP, Principal Analyst
With contributors:
Fiona Swerdlow , Julie Ask , Gabrielle Raymond

Summary

Anticipating customers’ needs and serving them proactively minimizes the friction in consumer digital experiences, making them more “invisible.” The 70 digital experience professionals we interviewed believe that anticipating customer needs and delivering more invisible experiences (IXes) will help them differentiate their offerings from those of competitors. But to deliver more IXes, organizations must build and evolve to dozens of cross-role competencies. This template focuses on how to mature the real-time interaction management competency. Use this tool first to assess your level of maturity within real-time interaction management and the value of elevating your abilities — and then chart your path forward.

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