Not long ago, my first-grader wanted to make slime. Not just any slime, but ice slime, which requires clear glue – so off we went to a local store. We couldn’t find the glue we needed, and unfortunately, I had been to this store many times and knew I probably wouldn’t find anyone to help us. Instead of trudging around looking for someone, I opened the store’s app on my phone, used the wayfinder, and found the aisle I needed immediately.
Is this a customer experience success or failure? Depends on how you look at it.