Analysis of consumer concerns with organizations reveals they are not usually dissatisfied with the entity as a whole, but about very brief segments or elements within the experience. These small parts of the customer experience are known as microexperiences. An organization's sensitivity and ability to manage microexperiences is a critical ingredient for success. This talk will focus on strategies for identifying micro-experiences and optimizing them to delight customers.Check out this talk from the 2020 Global Experience Summit that defines and describes microexperiences and shares strategies on how to identify them within your own organization's user flows.

REMINDER: Video is available for this episode via select resources.

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