The associate strategy director at Critical Mass on the experience design strategies that help retailers like Amazon turn novelty into the norm

If I had a nickel for every time I heard about how well Amazon is doing digital experiences, I wouldn’t have to shop on Amazon anymore.

Strike that. I still want the convenience.

We all know that brands like Amazon and Google push the boundaries of what’s possible in terms of digital and physical experiences. They’re a dire threat and a source of inspiration all at once. They have massive budgets that allow them to test technologies and products in-market. Some of the experiments are duds, like the Amazon Dash button or Google Hangouts, but some are world-changing, like Alexa and Google Home. Many of us find that once we have them, we can’t do without them. Just like we can’t do without Google and Amazon.

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