Describe an experience you have had when dealing with a company where the technology involved in the process interfered with or impeded the experience rather than supporting it. Pay specific attention to the customer experience essentials of reliability, convenience, responsiveness, and relevance. Identify those elements of the experience that fell short and discuss why. Based on our readings for this week, explain how the technology could have been used instead to enhance the experience, or whether the technology was even needed.
As you respond to your classmates postings, consider similar experiences you have had and whether your encounter was enhanced or hindered by technology. How did the technology align, converge or fail the company strategy?