You’ve got to start with the customer experience and work backwards to the technology

August 08, 2020 | Phil Fersht

I don't think any singular statement better described the world of technology in the last three decades:

"You’ve got to start with the customer experience and work backward to the technology. You can’t start with the technology then try to figure out where to sell it." 

-- Steve Jobs 1997

Posted in: Customer Experience ManagementCustomer-Engagement

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1 Comments

3 Comments

  1. Michael Dortch
    Posted Aug 09, 2020 01:48 PM | Permalink Reply

    I remain constantly stunned that this still needs to be explained to far too many hopeful developers, and even to some investors who really should know better...sigh...

  2. Phil Fersht
    | Posted Aug 09, 2020 02:25 PM | Permalink Reply

    you should take a look at the RPA space... all about forcing tech down peoples' throats =)

  3. Brad
    Posted Sep 09, 2020 03:52 AM | Permalink Reply

    Great read! You know, Nate Brown is well versed in a variety of CX disciplines. He talks about finding the value of the X in CX in his exclusive interview with us. Read it now. https://www.engati.com/blog/cx-nate-brown

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