How to pick the “moments that matter” and what to do with them?

Frictionless isn’t the answer to better CX

Now, ask yourself this: why is it that IKEA still won’t assemble that bedside table for me?

The short answer?

Innovate your CX with ‘Moments of Memory’.

The positive effects of memorability

Being memorable. Easier said than done.

Step 1: find the moments that matter

Step 2: Work out your strategy

Strategy 1 | Ignore

Strategy 2 | Satisfy

Strategy 3 | Delight with your unique Moments of Memory

Picking your Moments that Matter, Kim Verbrugghe (2020)

Can’t get enough?

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A strategic design leader passionate about experience design, brand and digital transformation. Loves eating dessert first.

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Kim Verbrugghe

Kim Verbrugghe

A strategic design leader passionate about experience design, brand and digital transformation. Loves eating dessert first.

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