What defines a good digital customer experience and service? What does it look and feel like?

I was asked to write a presentation to answer ‘What defines a good digital customer experience and service? What does it look and feel like?’.

To try and answer the question I thought I’d offer some definitions about Digital, about the measurement points you need to consider when working in Digital, and about the combined effects of customer experience design, user experience design and, if you’re lucky, service design.