The business of User Experience is extremely disruptive. Traditionally, small startups (eTrade, Google) have altered patterns within major business segments because they addressed User Experience within the business strategy, and more specifically, within the Customer Experience Strategy.

The concept of "Customer Experience" describes the quality and nature of the interaction that occurs between a company and a customer or a prospective customer. Its scope include all learning activities related to a company's products & services, purchasing and using the products, obtaining assistance for the products, and maintaining a relationships with the product owners. The dimensions of Customer Experience Strategy include (examples in parenthesis):

• Channels (outlets, call center, web)
• Customers (individuals, segments)
• Media (print, television, web)
• Departments (sales, service, billing)
• Geographies (communities, regions)
• 3rd Parties (business partners, vendors)

When we look at User Experience engagements, we do not approach them as single entities. We look at UX as part of the client's web channel strategy, which should contain the following:

• Overall Vision
• Channel Governance
• Business Transformation
• User Experience
• Customer Insight
• Stakeholder Enablement

We can help organizations to clarify their web channel strategy, and then lead the UX stream as well as manage the change required to deliver a compelling web experience.

Ampli2de's User Experience / Usability consulting services allow us to be continuously immersed in state-of-the-art research while addressing real-life client engagements. Emerging paradigms such as social networking and Web 2.0, new technologies (AJAX, Flash/Flex, Silverlight) and mainstream broadband/mobile broadband adoption equate to an audience more sophisticated and more critical than ever before.