There is no doubt about it. In this day and age, the customer is king! And that means how customers perceive AND interact with a brand is top priority. In the articles below, ESCP experts are sharing their take on the latest trends and innovations changing how a business defines its customer experience.
The way we interact with brands has changed very quickly over the past few years and even more so since 2019. ESCP alumnus and Customer Experience specialist Julien Hervy outlines some of the key CX trends to note in 2022.
Prof. Charlotte Gaston-Breton explains how consumers’ everyday experiences can regulate the negative feelings induced by the Covid-19 pandemic, and how brands can help improve their well-being.
Football has long been a leader in innovation in both sport and society, albeit often reluctantly.
Prof. Hector Gonzalez explains which factors organisations should consider in order to make the most of these technologies’ potential advantages.
Founder of Art From Future, Jessica Soueidi shares her take on why the art sector needs to reach Millennials & Gen Z customers and how to do it.
For months, cinemas have been closed, raising concerns about the future of these popular cultural institutions. For The Choice, Elisha Karmitz, CEO of MK2, assesses the state of the industry today and how to meet the challenges ahead.
“We’re still social animals despite these pandemic scars.” Co-founder of La Belle Assiette, Giorgio Riccò shares the strategic vision that has led to more than one successful food business and allowed them to withstand a global pandemic.
As a result of the pandemic, cultural organisations have had to focus primarily on the digital space. Stéphane-Arnaud Roisin, Deputy CEO of France Muséums, talks about the major changes occurring in the way we engage with culture.
Today, marketing managers have to provide positive experiences of consumption that move beyond functional and rational expectations to strengthen the relationship between customers and brands.
Today, tracking your Amazon parcel or the delivery of an industrial machine is expected to be equally simple. B2B customers desire a quality experience too.
