The “happy path” approach to customer interaction design neglects edge cases. In neglecting the edge, vendors create dissatisfaction and miss opportunities.
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Happy-path testing leads to a loss of trust and missed opportunities
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The Analyst Team
Terry White
Follow AnalystAssociate Chief Analyst
Terry White is an Associate Chief Analyst at Omdia, focusing on the enterprise IT domain. He advises CIOs and other executives on the organization, processes, and management of IT in the enterprise and specializes in IT strategy, agile IT, IT organization and models, and IT finance.
Terry was a CIO for 10 years and advised CIOs for another 20 years. He has worked with Omdia for over 15 years, specializing in enterprise IT in the Africa region. He covers IT operational and organizational models, IT finance, IT governance, IT strategy, IT portfolio management, benefits and value realization, and business cases. Terry has a master’s degree in commerce, specializing in IT, and is the author of three books on IT management and one on general management.
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