2x2 matrix for framing digital experiences-thoughts? | XM Community
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This is a 2x2 matrix describing “flavors” of digital CX based on high and low human involvement, and digital vs. physical media. (Thanks to ​@EdenHaha for an illuminating recent conversation about digital experiences!) I think it could be useful for framing customer journeys and personas, but am wondering how much this aligns with other CX practitioners. (We are a national library that delivers the vast majority of our experience virtually.) I’m curious to see your thoughts!

Thanks for sharing! It's a really interesting way to visualise the different "flavours" of digital CX based on human involvement and media type. This framework resonates with the challenges and opportunities we face in crafting digital/in-person experiences for our community. 

Were working on in-person meet ups by the way, later in the year!

Thanks, ​@JamesScutt --I’m glad it resonates with you! I’m looking forward to those in-person meetups as well!

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