Websites have gotten increasingly bloated. So much of this bloat is hidden to the user, and is tied to surveillance technology. This post does a great job of explaining the problem:
Let’s preserve the web as the hypertext medium it is, the only thing of its kind in the world, and not turn it into another medium for consumption, like we have so many examples of already.Let’s commit to the idea that as computers get faster, and as networks get faster, the web should also get faster.Let’s not allow the panicked dinosaurs of online publishing to trample us as they stampede away from the meteor. Instead, let’s hide in our holes and watch nature take its beautiful course.Most importantly, let’s break the back of the online surveillance establishment that threatens not just our livelihood, but our liberty. Not only here in Australia, but in America, Europe, the UK—in every free country where the idea of permanent, total surveillance sounded like bad science fiction even ten years ago.
I’m not a huge fan of the term ‘Omni-channel,’ but the core concepts in the post below is valid – the burden of figuring out the mode of interaction shouldn’t fall on customers. Companies must craft a user experience that provides for the highest quality interactions, at every touchpoint:
But an omni-channel experience isn’t just about having multiple channels: it’s about making sure those channels all work together. The idea behind omni-channel is that it all the service channels are connected, integrated, and consistent. When customers call your company, they don’t view your support channels separately; to them, everything is managed as a whole, not a bunch of different departments. And they’re not wrong to view the customer experience this way—91% of customers want to pick up where they left off when they switch between channels.