Tag: cx

Here's an interesting experience I've encountered recently about a few times so it bears being reported. A big American coffee chain replaces its customer loyalty card with an app. This is fairly common today - in fact, as a customer, please don't give me physical cards. I hate carrying them around …

In the days before the smartphone, sending text and email from a standard phone keypad was an exercise in itself. You really needed finger dexterity and even with the advent of predictive text, typing long messages became a chore. Accessing functions and features was also challenging. When touch app…