Nicola Smith

Nicola is a customer experience strategist focused on understanding customer wants and needs across channels and touch-points to create consistent, personalized, user-friendly experiences. She is responsible for leading experience design strategy and research to inform and guide UX and design decisions, and define product capabilities and prioritization.

Blogs from this Author

Evolving Customer Expectations in the Era of Digital Disruption

The world, technology, and customer expectations (CX) are rapidly evolving in an era when even non-digital natives, such as Gen X, Boomers, and The Greatest Generation, are increasingly comfortable with a myriad of “futuristic technologies” like video calls and telemedicine solutions, smart devices at home and work, mixed reality experiences, and voice user interface (UI) to name just a few.   […]