Designing customer experience without the brand is managing pain points, making the experience just another seamless and comfortable experience. It is not going to get you enthusiastic fans or make you stand out. It will leave you vulnerable to being replaced.
What takes a good brand from good to great is an outstanding customer experience. A great CX strategy will activate what is great about a brand. Also, a well-designed and considered brand is what drives the customer experience and forges the emotional connection that companies need to attract and retain customers.
The real question is how to bring the brand to life across every touchpoint while aligning with customers’ needs and expectations. Why is it still so rare to find a brand where these two are aligned? We invite members of the design and brand community into a discussion with us at our peer-to-peer Helsinki Design week meetup at our Pohjoisesplanadi offices on September 8th, 2022 at 15:00-17:00. A more detailed programme for the event will be published in the beginning of August.
