Experiences Matter News Today

The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.

As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.

COVID-19 is forcing companies to leverage digital experiences rather than rely on traditional face-to-face models of engagement, but the change requires ramping up investments and reimagining operating models.

COVID-19 has highlighted the importance of keeping patients, families, and caregivers informed and connected, and of valuing them as co-creators in building the future of healthcare delivery.

Applying the principles of B2C rewards programs to B2B customers can reap long-term benefits.

The Four Fs of employee experience Photograph by Sanja Radin Drew, the brand manager at a large consumer packaged goods company, had been working for weeks on a summer promotion for new scents of one of the company’s leading soap brands. He spun up a website to announce the program, but then, to comply with corporate requirements, he needed to register the site with the company’s central IT department. He set aside what time he could spare in his busy day to fill out the online form require...

Empowerment will be at the heart of the new healthcare experience Photograph by Nora Carol Photography Healthcare is never one-size-fits-all, and COVID-19 has brought this fact into sharp relief. A 65-year-old diabetic woman, a healthy 40-year-old man, a pregnant woman, and an elementary school student all take on a different level of personal risk every time they step outside. Each individual handles the mental toll of this prolonged pandemic differently, too. And those who live alone struggle...