A new global Forrester study, commissioned by Adobe1, provides a clear picture of the impact of experience-focused business models.
Experience businesses across industries clearly outperform peers in metrics spanning the entire customer journey—including higher ROI, higher average order values, and more customer retention and advocacy.
These results are not unique to one type of business. From healthcare to travel and hospitality, an obsession with customer experience proves to be a game changer.
Experience businesses are outperforming in metrics that matter most to their industries2.
Experience-driven businesses know that a solid plan and insights from trusted advisors are mission-critical to organizational engagement, change management, and over-delivering on value. And there’s a proven path to get from point A to full adoption.
Build the capabilities and intelligence to integrate and interpret real-time, multichannel customer data in milliseconds.
Create a unified profile by connecting multiple devices and customer engagement data to deliver relevance and reach.
Define an overarching vision that brings together technological changes, business objectives, metrics, and insights, and align all your processes around this change.
Continuously monitor, report, and refine your strategy and goals. Have the right team of experts on your side to objectively assess ongoing needs around optimization.
Your digital transformation begins with your people. Align people with your objectives and make role-based training a part of your ongoing enablement program3.
Follow a structured learning path for all roles, and provide an ongoing cadence of learning opportunities.
