CUSTOMER EXPERIENCE

Re-building better: how to become an experience business

IN PARTNERSHIP WITH

The ways in which people work, shop, play, live and learn have changed dramatically because of the pandemic. The businesses that have survived, and in some cases thrived, have been those that were able to quickly and effectively pivot to serve changing needs. Uncovering and responding to unmet and even unknown needs is critical for growth. It pushes boundaries and stretches a company into new categories. It’s the only path to sustainable growth. To achieve this, organisations need to move from a focus on customer experience to business experience; a holistic approach that includes the entire workforce.

Accenture Interactive’s global research with leading CMOs found that companies that focus their entire organisation on being experience-led outperform their industry peers six times over.

This discussion will explore the practices you need to put in place to evolve your organisation to operate in the business of experience. It’s time to re-build better.