The optimism of #Purpose & science of #design in forging #digital customer experiences! Opinions my own!

Every decision made, with or without analytical input, is a function of two vectors – Speed & Precision.

Too much analytics? If ever there was such a thing, it would be called analysis paralysis – and only bcos the Speed vector is missing.

Too little of it [analytics], and we’re referencing / relying on tacit business acumen aka automated rules.

Too fast, and we get fatal “Ferrari crashes” when making decisions, often the irreversible ones.

So equilibrium is what we want. Equilibrium is when value creation hums i

n unison with organizational constraints, and when market pressures and external forces help knead robust RoI outcomes. Equilibrium is when we make optimized decisions, which may not be “best” mathematically, but optimal given a set of constraints, e.g. cost pressures, growth aspirations and internal [man-power?] bottlenecks.

Going down the Speed dimension, we have real-time technologies enabling a brand to interact and host 2-way dialogues (not just react) with customers, dialing up profitable interactions as it were.