

- Sense context: Including who is present, the location, the date/time, the customer’s intent, and the situation gathered from a variety of technologies or direct input.
- Anticipate needs: Knowing sooner what people want yields a better experience at lower cost. Anticipation is “calculated” from personal experience, analysis of previous patterns, and expectations about change.
- Adapt itself: Based on mid-experience feedback from customers and employees.
- Respect people: Changing presentation, tone, color, and language to best match each participant’s preferences and sensibilities.
- Report on itself: So that each subsequent experience improves in quality while requiring less effort and cost.
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