Untapped Power of Interaction Personality

Описание: Maddie and Jess explore how “interaction personality” can help businesses personalize customer journeys in digital channels, especially mobile apps.

After recapping last week’s framework for a perfect customer interaction (touchpoint, channel, timing, tone, action, and cost), they define customer journeys across the customer lifecycle and explain how apps enable real-time engagement through native capabilities like push notifications and biometrics. They discuss the limits of traditional UX-led, static flows built for a “mass average” user and introduce a better approach that combines UX with behavioral design and adaptive intelligence.

Jessica explains interaction personality as an algorithm that segments users by behavioral rhythms (e.g., intentional vs experiential) to power dashboards, analysis, and real-time journey triggers, enabling dynamic and conversational journeys that adapt to how customers actually behave.

02:49 What Is a Customer Journey
04:02 Journeys Across Lifecycle
08:03 Why Apps Matter
12:18 UX Led Design Limits
14:56 Beyond UX Adaptive Design
15:36 Introducing Interaction Personality
16:16 How the Model Works
20:00 Scoring Tags and Dashboards
23:14 Real Time Personalization
24:56 Intentional vs Experiential
26:31 Intentional Personalities
28:08 Enthusiastic Explorers
30:13 Airport Analogy
31:48 Dynamic Journeys Explained
34:56 Trigger Points Strategy
39:57 Conversational Journeys Demo
42:38 Nokia to Apple Shift
43:55 Personality in Conversation