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It’s About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

It’s About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

Humans are emotional creatures and they want experiences that engage them as humans. They’re not eyeballs, impressions, views, likes, shares, clickthroughs, or conversions.

A few weeks ago, I visited New York on a beautiful summer day to participate in an event that I would love to repeat everywhere around the world.

Prophet, a global brand strategy firm that recently acquired Altimeter Group, hosted an intimate event to explore the new horizons of digital customer experience (DCX). I was invited to share my thoughts alongside a very enchanting and sage MaryKay Kopf, CMO at Electrolux.

While informal, it was illuminating. MaryKay shared the story of how her team helped change a company founded in 1919 to compete in a digital economy.

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