Building an experience business usually comes with a large-scale transformation. It touches upon people, teaming, technology, data, governance, knowledge development, processes, and much more. In other words: it can impact your entire organization. If you are transforming your business from e.g. a product-oriented business into a customer experience led business, you are literally pivoting your entire business to center around a different entity: the customer. It not a sprint but a marathon, not easy – but worth it.
Transitioning to an experience business involves a holistic transformation encompassing people, processes, data and technology. Digital experience platforms play a crucial role in facilitating and scaling personalized experiences using the right digital technology and aligning it with customer-centric strategies. These platforms provide the necessary infrastructure to deliver tailored content and services to customers, reflecting their individual preferences and behaviors, thus enhancing the overall customer experience. Read the final chapter in the practical How-to Guide: Building your Experience Business – Insights is now live.
Chapter 5 - Building experience businesses
Transforming customer service to unlock the hidden value in customer relationships.
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Delivering services that are compelling, personal and human
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A CX manager’s guide to building a journey-led practice of diagnosing, designing, developing and delivering great customer experiences at scale
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Delivering consumption-based pricing and personalized experiences
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Get in touch
Mark de Koo
Mark de Koo is Director in Digital Marketing at Deloitte Consulting in the Netherlands. Working within the Deloitte Digital service line, Mark is focused on the implementation of digital & closed-loop online marketing to create a seamless omni-channel customer experience with real-time personalized customer interaction. He works with tools like (online) marketing automation (e.g. Adobe Marketing Cloud), customer journeys, advanced predictive behavioural analytics and customer lifetime value to maximize customer interaction intelligence. Next to this, Mark has a large experience on leadership and cultural development.
Sander de Koster
Sander is a recognized digital leader focused on the intersection of customer experience design, data-driven customer engagement and cognitive capabilities