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.
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
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.
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
You can transform your company by strengthening the links among all three types of activity.
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.
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.
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.
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.
Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
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.
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.
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.
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.