The Future of The Interface:
Where UX and CX Meet
The interfaces of the future will be both ubiquitous and invisible – they will be so seamlessly integrated into our lives that we will seldom need to be aware of their existence, let alone consciously interact with them using formal input / output formats. The number of channels and touchpoints through which companies interact with their customers will be equally scattered, smart and seamless. In such an environment, where intuition will replace conscious processes, how will we experience the brand? What will it mean to design a seamless User Experience? How will User Experience (UX) and Customer Experience (CX) overlap? And how will it impact the creation and delivery of customer-centric experiences?”
Arnie Guha, Ph.D., is a Partner at Phase 5 and Head of the firm’s Experience Design practice. Widely regarded as an expert in online user groups and environments, and related marketing and business issues, Arnie works with his team to help clients – industry leaders like Thomson Reuters, Refinitiv, 3M and TD Bank, among others – better understand their customers and develop products, services and strategies that best respond to market needs and business objectives. A former Cambridge Nehru Centenary Scholar, Arnie holds a BA and MA from Cambridge University, and a Ph.D. from the University of British Columbia. His doctoral dissertation explored user-disorientation in navigating networked information spaces. Arnie speaks regularly at conferences, focusing on various aspects of online user experience research, from qualitative evaluation of interfaces and task-flow analysis, to benchmarking and performance measurement.