The Experience-Centric Organization
Explore the transition to customer- and experience-centricity in business through this 39-minute conference talk from GOTO Copenhagen 2021. Delve into the importance of customer experience as a key competitive differentiator in the digital age. Learn about the shift from function to emotion in product design, the concept of idealistic needs, and the relevance of experience-centric approaches in both B2C and B2B contexts. Discover 12 practical strategies for crafting an experience-centric organization, including starting with the experience, integrating deep customer empathy, and focusing on the customer's experiential journey. Gain insights from world-recognized thought leader Simon Clatworthy on how to successfully compete through experience in an increasingly competitive market.