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CX or UX

?????CX (customer experience)???, ????McKinsey?CEO Ron Ritter??? “ train an organization to see the world through the customer’s eyes and to redesign functions to create value in a customer-centric way”, ????????????????????, ?UX????User Centered Design???????????observe, shape, ?perform:

observe???????????interaction, ?????touch points, ??UX???Service Design?????, ??journey????????, ??????UI?UX??user journey?

Shape??observe?????, ?redesign business, ?UX??????????????

???perform??????tangible outcome??Service Design blueprint.

?????CX??????UX, ????????????

????????????????????(4As), ??soical media?web 3.0???, ????????????????????? ??????????, ???Marketing4.0????????????????, ???????, ?????pop culture???(??????), ???????????…???????????????…

????????????????UX??? ????????????, ?UX??user???, CX??customer???, ???????????????, ?????????????…CX????????????????????, ?UX???????????????UX?????CX???, ?CX????UX????

?innovation?, UX?????Amazon?Taobao??????, ?CX?????customer relationship?customer journey????

Sic Leung
Chairman of IxDC Hong Kong

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