In this episode, we hear from Dana Rock, Director of Experience at Pickle Jar Communications. 
Our experience is the sum total of all the bits. It’s made up of our interactions and touchpoints, but also our 
expectations, 
feelings, and 
our memories. 

These things might sound kinda squishy and abstract.
But, as Dana will explain, it’s these squishy-sounding bits that are key to designing the ‘right’ experience for your customers. And it’s these bits which we can easily forget, particularly when we are focused on delivering within our specialist areas.