User experience is the perception that customers have when interacting with the business: physically, via telephone or digitally.
According to the psychologist Mihály Csíkszentmihályi, the flow is the state in which one feels completely absorbed when doing an activity that gives us pleasure and enjoyment.
The digital experience has to be this way: that it generates zero stress for the client, otherwise they will prefer the telephone or face-to-face channel over the digital one.
Discover more about user experience in this Evolution Talk with Julio Alicarte, Director of Direct Channels and Digital Business at FIATC Seguros.