Un-sucking the touchpoint

Touchpoint as device, product or channel is not specific enough. Conversations build from stories, dialogues and interactions might be.

“The touchpoint has been around for a long while, particularly in thinking about brand marketing and service design. But as design disciplines and approaches collide – from customer experience, to service design, to experience design – and we start horse trading terms, methods, and outputs, some of these concepts are given new life. For me, the touchpoint has become a central way to view designing moments across increasingly complex journeys. Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience.”

(Chris Risdon a.k.a. @chrisrisdon ~ Adaptive Path)

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