Nordic Denmark Program Detail

Back to the Conference Program

Customer Experience – How it broke and how to fix it

  • Fachvortrag
  • User Experience
  • 24. September
  • 14:40 - 15:20 PM (CEST)
  • Fabrice Lacroix

    Fabrice Lacroix

    • Fluid Topics

Contents

This is a paradox: the more companies multiply the number of applications to serve their users—websites, user portals, helpdesks, LMS, and more—the worse the customer experience becomes. More touchpoints often lead to lower efficiency and reduced user satisfaction due to inconsistent, hard-to-find information and misaligned branding. All of these resulting ultimately in a fragmented and broken user experience.

In this session, we will explore two strategies to address this issue: the “Do-it-All Platform” approach and the “Unified Best-of-Breed” model. You will learn about the pros, cons, and benefits of the two proposed options.

Takeaways

Gain practical insights for building a unified customer experience, and join us as we delve into the five key elements and pitfalls to avoid to ensure a smooth user journey with your company’s products.

Prior knowledge

Knowledge of technical documentation fundamentals, interest in UX and IT

Speaker

Fabrice Lacroix

Fabrice Lacroix

  • Fluid Topics
Biography

Fabrice Lacroix is a serial entrepreneur and a technology pioneer. A system developer in the telecom industry, he was appointed CTO in 1994 and helped create the first French Internet Service Provider. Having founded Antidot in 1999 and Fluid Topics in 2013, he has been working for 25 years on the development of innovative solutions around search technology, content enrichment and AI. 

Fabrice is a board member of several companies where he advises on innovation and the evolution of the software industry. He graduated from ENSIMAG and holds an MS in computing from Imperial College, London. 

Back