Flag

We stand with Ukraine and our team members from Ukraine. Here are ways you can help

Get exclusive access to thought-provoking articles, bonus podcast content, and cutting-edge whitepapers. Become a member of the UX Magazine community today!

Home ›› Consumer products ›› Stop guessing! Decipher your customer intent with touch point analysis.

Stop guessing! Decipher your customer intent with touch point analysis.

by Mohan Krishnaraj
3 min read
Share this post on
Tweet
Share
Post
Share
Email
Print

Save

TouchPoint_Slider

Today’s customers are more demanding and less forgiving than ever before. 96% of unhappy customers don’t complain and 91% of those will simply leave and never come back.

Today’s customers are more demanding and less forgiving than ever before.

paypal
starbucks
tesoc

These are just a few example of impactful touch point experiences.

post authorMohan Krishnaraj

Mohan Krishnaraj

Mohan Krishnaraj is a Design leader with over two decades of experience. He is currently the Vice President and Global Head of Digital Design at HARMAN International (A Samsung Company). Under his leadership, his team has won several accolades, including prestigious ones like the Red Dot with a USP that blends design and technology. With learnings from leading universities, he brings strategy and innovation best practices to organisations globally.

Tweet
Share
Post
Share
Email
Print

Related Articles

Designing for AI? Know what your agent can actually do. This guide breaks down the four core capabilities every UX designer must understand to build smarter, safer, and more user-centered AI experiences.

Article by Greg Nudelman
Secrets of Agentic UX: Emerging Design Patterns for Human Interaction with AI Agents
  • The article examines how UX designers can effectively work with AI agents by understanding the four key capability types that shape agent behavior and user interaction.
  • It emphasizes the importance of evaluating an AI agent’s perception, reasoning, action, and learning abilities early in the design process to create experiences that are realistic, ethical, and user-centered.
  • The piece provides practical frameworks and examples — from smart home devices to healthcare bots — to help designers ask the right questions, collaborate cross-functionally, and scope AI use responsibly.
Share:Secrets of Agentic UX: Emerging Design Patterns for Human Interaction with AI Agents
10 min read

Design systems were meant to streamline design and boost creativity — so why do they often do the opposite?

Article by Itai Vonshak
The Broken Promises of Design Systems: Why Following the Rules Won’t Get You to Great Products
  • The article questions whether design systems really help create better products.
  • It explains how they often limit creativity, are hard to maintain, and don’t scale well.
  • It suggests we need more flexible, AI-powered tools to support great design.
Share:The Broken Promises of Design Systems: Why Following the Rules Won’t Get You to Great Products
3 min read

If we can automate a 787, why not an entire company? Discover how conversational AI and intelligent ecosystems are reshaping the future of work.

Article by Robb Wilson
You Can Automate a 787 — You Can Automate a Company
  • The article explores how automating a plane cockpit led to deeper insights about business automation.
  • It shows how conversational AI and agent-based systems can reduce cognitive load and improve decision-making.
  • It argues that organizations need intelligent ecosystems — not just tools like ChatGPT — to thrive in the age of automation.
Share:You Can Automate a 787 — You Can Automate a Company
8 min read

Join the UX Magazine community!

Stay informed with exclusive content on the intersection of UX, AI agents, and agentic automation—essential reading for future-focused professionals.

Hello!

You're officially a member of the UX Magazine Community.
We're excited to have you with us!

Thank you!

To begin viewing member content, please verify your email.

Tell us about you. Enroll in the course.

    This website uses cookies to ensure you get the best experience on our website. Check our privacy policy and