Help people find their way.
CX is being developed for customer interactions that begin with a need: understanding a service, exploring an option or finding the right next step. The scope extends across the customer relationship.
SAMANTHA CXIn development
Your next customer journey could start with a conversation.
An experience designed for the relationship between your organization and its customers. From the first question to the next step.
A conversation, in contextConcept demonstration · Fictional data
YOU
Can I change my delivery?
SAMANTHA
Let’s look at the options for your order.
Example order · Delivery scheduled for Thursday01 — Understand the request
A customer wants to change a delivery date.
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A different perspective. The same shared platform direction.
See the platform ↗Bring context into the conversation.
The intended experience connects the question with relevant organizational knowledge and permitted customer context. What SAMANTHA could access would depend on the specific implementation.
Make the handover part of the journey.
The design direction includes clear boundaries between information, a proposed action and human involvement. Each customer workflow needs its own rules, permissions and escalation path.
A little more context
Good questions.
Is CX only for customer support?
No. Its intended scope covers how people discover, understand and navigate an organization’s information and services. Each use case must be defined against the product’s validated capabilities.
Does this website connect to real customer records?
No. The concept scenarios use illustrative content. They do not access customer records, process transactions or perform real actions.
Can we discuss a specific customer journey?
Yes. Describe the customer’s need, the systems involved and the decisions or actions the journey requires. The team can discuss fit and current product progress.