O TYM ODCINKU
Most organizations don't set out to deliver broken experiences. It happens because brand, content, product, and service are built by separate teams that rarely talk to each other, and the customer is left to connect the pieces. Tedde van Gelderen, founder and president of the UX consultancy Akendi, laid out a framework for fixing that in Experience Thinking: Creating Connected Experiences. Eight years after the book came out, he argues the message matters more than ever.
In this episode of Author Hour, Tedde returns to the show to look at what has held up and what AI has changed. He explains why the brand, not the user, is the real starting point of design, why the book's most enthusiastic readers turned out to be practitioners instead of executives, and why AI still can't capture a human tone of voice. He also shares why chatbots frustrate customers, why prompting feels like a step back to the command line, and the simplest first step any siloed team can take next week: talk to each other.
