Ethics of Experience Design and Management in the Context of Digital Transformations

We focus on the ethical questions associated with the digitization of our experiences. We postulate that we are in an unprecedented time for “experience programming” considering that the temporal and spatial distance between stimuli, customer or consumer action, data footprint and tracking, and contingency (touchpoint) mapping, is narrowing. This and the attention economy pose important reflections and dilemmas for both customers and brands. What experiences should we design for? What are their implications in the long run? We postulate that firms must involve customers when assessing the implications of experience design and management to guide their actions. We present some reflections as to how to be consider the ethical implications of experience design and management in the context of digitalization.