3: Are You Revealing Too Much (Or Not Enough) To Your Customers?

Many CX professionals are blind to the line of visibility — the critical divide between what customers see and don’t see during an experience. Failure to carefully consider where this divide belongs can mean the difference between a quality experience, and one that unintentionally airs your company’s dirty laundry to the outside world. In this episode, we explain how to draw the line of visibility and make conscious, intentional experience design decisions that reflect customers’ needs and desires.

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