BUSINESS OF EXPERIENCE
Game-changing Customer Centricity
Business of experience: the real impact of relevant experiences.
Gone are the days when we built highly successful brands only through great products and services. In 2021, your customers, whether B2C or B2B, demand more innovation and an engaging experience. The emphasis on experience has become a necessity for companies that want to grow, reach new customers, differentiate themselves and maximize their margin, going beyond the CX philosophy and immediately benefiting from offering relevant experiences. Increasingly, price will not be the only determining factor for your customers’ decision-making, and the experiences offered will be adaptable and compatible with your customers’ needs.
This is Business of Experience (BX).
Today’s leading companies do not create solutions from an internal perspective, but truly understand their customers, employees, stakeholders and society.In this unprecedented International Masterclass, we will present the Business of Experience (BX), as an evolution of the Customer Experience (CX), with a more complete approach, which allows companies an immediate differentiation to increase the margin of their products and services, directing them to exponential growth and perceived competitive advantages, through an important look at your customer’s experience.
MEASURING CREATED VALUE
Why are customer-centric brands in the lead?
Implement an authentic culture in which your customers feel like protagonists.
Look at the leading companies in e-commerce today and you’ll notice a similarity between them. All have an extreme focus on the customer and the experience offered.
THE REBIRTH OF EXPERIENCE. The powerful interplay of marketing and digital technology in today’s market means that brands are no longer built through advertising and price positioning, but through authentic experiences. For this, your offerings and brand promises need to be very well aligned with the experience offered.
It all starts with the need for awareness of the Leaders, responsible for supporting all areas in understanding the values of the experience. BX is definitely the new leadership vision that top CEOs and their teams adopt to grow exponentially.
The Business of Experience culture guides all company decisions, even those that apparently do not directly impact the end customer. Therefore, it is necessary that all processes and departments are also guided by the wishes and needs of customers: HR; Financial; Legal; Product development; Customer service; Communication and Marketing; Sales; Administrative; Experience is the business and responsibility of the entire organization.
Key learnings / How you will benefit
Didier Bonnet is Affiliate Professor of Strategy and Digital Transformation at IMD. Dr. Bonnet areas of expertise cover digital economics, digital strategy, innovation and large-scale digital transformation.
Katharina Lange is Affiliate Professor of Leadership at IMD. She has taught executives globally, specializing in self-leadership and cross-cultural team leadership in times of Change, having her case studies published in prestigious global executive education
Frédéric Dalsace is a Professor of Marketing and Strategy at IMD. His extensive knowledge, include a specialization that focus on intra-organizational issues (B2B), such as customer centricity, buyer-seller relationships, and value managem
Amazon Prime Video
Saturday, August 21st
Saturday, August 28th
TECHNOLOGY IN THE MIX
EXPLORE YOUR DATA AND TECHNOLOGY TOOLS
To talk about the importance of the experiences offered, we need to highlight the new technologies that improve your customers’ experience. In this International Masterclass, we will dive into a data-based innovation look, with trends and technologies applied to CX, UX and BX in interactive digital projects.
ARTIFICIAL INTELLIGENCE, IOT, DATA & MACHINE LEARNING: USING TECHNOLOGY TO CREATE CUSTOMER-CENTERED EXPERIENCES
Creating a customer experience-centric IT strategy is the best way to track, control and plan for future growth. You need the right systems in place to fit your strategy. Your goal should be to streamline processes, and not just implement new technologies due to market trends. As Artificial Intelligence evolves, more companies exploit their potential through technology to transform their strategies.
Companies that learn to exploit innovations that optimize customization and convenience will have results in optimizing resources, greater reach and increased sales and profitability, positioning themselves for success.
WHO IS THIS PROGRAM DESIGNED FOR?
Business of Experience Brazil 2021 is a pioneering program developed for executives from different professional backgrounds who want to align their business with the mentality of the importance of the customer at the center of their operations, creating added value to their business through Experience. Participants are leaders who seek to stay ahead of the competition and shape their own markets after periods of systemic disruption.
Executives and entrepreneurs are encouraged to bring their teams with them to allow the implementation of concepts and structures back to the workplace;
The future of business is in the experience architecture, and you are the leader of this initiative.
Sustainable growth will come from a step beyond CX, the Business of Experience.
Contact us for corporate pass with minimum of 5 professionals.
Executives | Participating companies
One of our admission associates will be available to answer your questions