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Users switch channels. Build apps that realize the user's contexts.

Added about 3 years ago | As appeared first on nngroup.com
Summary: A seamless user experience, regardless of channel or device, is one of the 4 requirements for a usable cross-channel experience. Companies and organizations that allow users to switch channels while completing tasks have a competitive advantage. Users interact with companies and organizations through many channels, including the web, mobile and tablet applications, email, kiosks, online chat, and by speaking with customer representatives in a physical location or over the phone. Whe...
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