When talking about Customer Experience in the Digital world, people normally think about customer experience when using an App. This is not the way we, in Prema Consulting, believe about Customer Experience.
To us, Customer Experience goes beyond what is being presented at the mobile screen and how it is presented. To us Customer Experience is considered while designing the front end and how it is integrated to the back end. And if the back end system has a limitation that would affect the customer’s journey while using the App in a negative way, we communicate this to the back end system owner. We also provide all kind of workarounds to overcome such negative impact.