Recent world events have changed the structure of almost everything we do – how and what people buy, where they work, how they interact with others. The shifts we’re seeing today among consumers are likely to stay with us for a long time.
The emphasis on experience is arguably at its greatest today because of the new reality we live in. It’s this reality that’s forcing businesses to look deeply at how people are experiencing their brands – remembering that brand experiences don’t just start and stop with touchpoints around a product or service.
With each interaction, customers bring with them a purpose, problem, need, or question, along with expectations on how quickly they will be realized. Businesses – large and small, startup or established, need to reimagine their business through the lens of experience to outperform their industry peers and achieve sustained growth.
It’s time for a big, bold mindset reset. Let’s discuss, the business of experience.
Moderator: Heather Hildebrand, Managing Director, Lead – Accenture Interactive Consumer Business Lead
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