What is Experience? Experience/CX/UX is all-encompassing. There’s really no point having great advertising if it points you to a rubbish experience. But, how do we define experience? Well, we asked you. And you said: everything. From physical to digital and all those critical moments of truth in between. Done badly, this can decimate your brand and reputation. But done well, it can have a massive impact on your customer loyalty and bottom line.
Today, the brand and experience are one and the same. You must create touchpoints which provide rich, seamless interactions that exude brand character at every stage along the path to purchase.
But to create transformative customer experiences, brands first need to transform their own enterprise experience, which means developing customer centricity programmes, internal cultural transformation and modern ways of working. Sounds hard? It is.