We’ve moved from an engineering economy to an experience economy where buying behaviors have shifted from being driven by logical needs to emotional wants. In this experience economy, companies must craft experiences that evoke emotions and create long term customer loyalty.

Thomas Schuette, Chief Storyteller at SAP explains how storytelling is the programming language of emotions and a critical tool companies must master to provide top notch experiences that create an emotional connection between the business and the customer.

The reality is we are swimming in data all day, every day, but the issue is that most companies don’t know how to structure it or gain the right insights. Listen to this episode where Dr. James Killian explains how companies can identify the right pieces of data, connect them in meaningful ways and execute to close experience gaps and achieve superior customer and employee experience. Only those companies will win in the future.

 

Guest

Dr. James Killian, Principal Employee Experience Strategy at Qualtrics

Customer experience in the B2B world is evolving. Historically, B2C businesses have had to factor in customer experience, unlike B2B businesses where the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product. This is top of mind for Abdul, the Customer Experience Lead at Grundfos. With more than 200,000 customer touch points every single day, Grundfos has 200,000 opportunities to get it right, or wrong. Based on this data, Grundfos started their journey towards operational change in how they measure and deliver experience.

In today’s world economy everyone is a customer and every customer is driven by experiences. Companies think too narrowly about customer experience and fail to consider the entire value chain. In this episode, Martin talks about how suppliers are a crucial part of the value chain, their direct impact on customer experience and what companies can do to optimize the customer experience by focusing on the supplier experience.

Business has traditionally not been equated with managing human experiences. Jessica Sharman explains that in our Experience Economy companies cannot only look at business from a transactional perspective. Successful companies also understand the discipline of managing human experiences in the course of doing business.