GMO
Consumer companies must take leaps, not steps
As shoppers show how quickly they can adapt to external shocks, retailers will need to radically reconfigure their business models.
Experiences matter
Experience is everything, to everyone. An experience is more than an app, a point of sale, a website. It’s a feeling that’s created at every interaction, defining and building lasting relationships, not just with customers, but with the people who work for and support your brand every day. It’s a calling card that sets you apart from the pack. Change is everywhere. These articles offer insights into how to deliver experiences that inspire long-term confidence, loyalty, and growth.
s+b BlogsGMO
Six building blocks for revitalized B2B marketing and sales
COVID-19 is forcing companies to leverage digital experiences rather than rely on traditional face-to-face models of engagement, but the change requires ramping up investments and reimagining operating models.
GMO
Enterprise agility and experience management efforts work best when they work together
Many companies achieve early wins with separate transformational efforts, then stall. But if combined and enhanced using “return on experience,” or ROX, measures, these two programs can unlock each other’s potential.
s+b BlogsGMO
Targeted marketing campaigns are the key to capturing the at-home consumer
Brand manufacturers and retailers will have to work together in response to long-lasting shifts in consumer behavior produced by COVID-19.
s+b BlogsGMO
Reimagine your entire brand portfolio
COVID-19 has prompted so many changes in people’s needs and preferences that consumer packaged goods companies need to take a fresh look at their offerings.
s+b BlogsGMO
Media and telecommunications companies must reinvent customer experience in response to COVID-19
Companies that prioritize innovation and care in redesigning customer experiences will be best positioned to stay ahead of shifting consumer preferences.
s+b BlogsGMO
COVID-19 means insurers should pick up the pace on improving experiences
In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.
s+b BlogsGMO
Redefining employee experience: How to create a “new normal”
As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.
s+b Blogs
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
Six tips for optimizing your B2B relationships in the time of COVID-19
B2B companies can use the COVID-19 crisis as an opportunity to reevalute what clients and stakeholders need, and accelerate products and services that will better serve them.
s+b Blogs
Redefining B2B customer experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
s+b Blogs
For retailers, trust is key to accelerating out of COVID-19
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
s+b BlogsGMO
Redefining customer experience: Connecting in the time of COVID-19
As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.
Six tips for making the digital customer experience more human in the time of COVID-19
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
GMO
ROX3: Boosting returns on leadership, customer, and employee experience
You can transform your company by strengthening the links among all three types of activity.
s+b Blogs
AI in the announcer’s booth
Artificial intelligence could soon deliver sports commentary customized to a viewer’s preferences. And if robots can learn to do this sort of talking, the applications could be far-reaching.
Using culture to offer more customer-centric healthcare
What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
PwC insights
PwC’s Strategy&: Six dimensions of the agile enterprise
The biggest benefits of enterprise-level agility come primarily from two dimensions that help organizations adapt more quickly in the face of change.
Global Consumer Insights Survey 2020
PwC’s Global Consumer Insights Survey 2020 about urban consumers and their future purchase journey.
Global Consumer Insights Survey 2019
Explore the findings of more than 21,000 online consumers in 27 territories across the globe.
Global Consumer Insights Survey 2019: Healthcare and pharmaceuticals
It's time for a consumer-centred metric: introducing “return on experience.”
CX in M&A: What consumers think when companies combine
Understanding how customers view M&A can help companies capture deal value.
Videos, Galleries, & More
InteractiveFavorite s+b covers, 1995–2020
Strategy& insights
The ninth annual report offers a quantitative market outlook to 2035.
