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.
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Companies that prioritize innovation and care in redesigning customer experiences will be best positioned to stay ahead of shifting consumer preferences.
by Prateek Sinha and Wilson Chow
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In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.
by John Jones and Abhijit Mukhopadhyay
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As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.
by Bhushan Sethi and Jean-François Marti
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Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
by Matt Egol and Derek Townsend
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The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
by Tom Adams and Ryan Hart
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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.
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Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
by Matt Egol and Derek Townsend
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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.
by Olaf Acker
Slideshow
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
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You can transform your company by strengthening the links among all three types of activity.
by Matt Egol and Sujay Saha
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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.
by Kevin Maney
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.
by Jaime Estupiñán, Alice Zhou, and Jessica Geiger
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Businesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.
by Denise Dahlhoff
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The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
by Matt Egol
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Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
by Mohib Yousufani and Julien Courbe
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Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
by Matthew Egol, Reid Carpenter, and Sujay Saha
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Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.
by John Maxwell
PwC’s Global Consumer Insights Survey 2020 about urban consumers and their future purchase journey.
Explore the findings of more than 21,000 online consumers in 27 territories across the globe.
It's time for a consumer-centred metric: introducing “return on experience.”
Understanding how customers view M&A can help companies capture deal value.
