International Service Design Institute
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November 10, 2022 : Vol. 114
ISDI: A Training Resource for Service Designers
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Fighting Fraud While Enhancing Customer Experience
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Fraud has escalated as digital adoption has increased. The situation requires that organizations simultaneously combat fraud and provide customers with a seamless digital experience.
Increased digital adoption has enabled new forms of fraudulent activity and amplified the importance of effective fraud management for promoting growth and meeting customers' increasing expectations for digital
experiences. Although most companies have improved their digital user interface and experience, many have struggled to effectively enhance fraud controls without impairing the client experience.
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Forrester: Data Privacy Practices Must Protect Users of Immersive Experiences
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A recent study by Cornell University demonstrated how virtual reality (VR) attackers could covertly ascertain dozens of personal data
attributes from seemingly-anonymous users of popular metaverse applications, shedding light on the unique privacy risks of the metaverse.
In the study, 30 participants playtested what they thought was an escape room game in VR. Behind the scenes, a malicious program comprising a Monte Carlo diagnosis model was able to infer more than 25 personal data attributes, from characteristics like height and wingspan to demographics like age and gender, within just a few minutes of gameplay. The program also successfully captured emotional characteristics such as player depression levels.
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User Experience Vs. Customer Experience: The Difference
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User Experience and Customer Experience sound all too similar, don’t they? Both are focused on the customers (as the name suggests), and more specifically about providing them with an exceptional experience.
User Experience and Customer Experience sound all too similar, don’t they? Both are focused on the customers (as the name suggests), and more specifically, about providing them with an exceptional experience.
So, what’s the difference? Turns out, plenty!
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More Than 68% of Employers Say They Look to Hire Trained Service Designers
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Check Out ISDI's E-Learning Discounts
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The Most Advanced Service Design E-learning
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