Jahia’s N.A. president suggests CX questions you should ask yourself to avoid failure
“Thanks for chatting, and next time you can use the app!”
Joe Henriques looked down at his smartphone, a tad confused. “I’m using the app,” he told the app.
“??” the app responded.
“I’m curious why you’re asking me to use the app when I’m already using the app,” he said.
“Just an automated response, Mr. Henriques,” the app finally admitted.
In this brief encounter — which actually happened to the president of North America for tech firm Jahia on a recent hotel trip — Henriques encountered the kind of
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.