July 2, 2021

Is It Time to Rethink Customer Experience?

During the pandemic, consumers have had to increase their purchase of goods…
Avatar Kim Terca

During the pandemic, consumers have had to increase their purchase of goods and services online, and an overwhelming majority (80%) plan to continue shopping online in the future. As organizations adjust to this new digital purchasing reality, they are having to re-assess their customer experience efforts.  A  suggests that organizations need to approach CX in a more holistic way. They need to think about the business of experience to stimulate new growth.

In his incisive two-part blog series, Pierre Leroux, Marketing Director at Dassault Systèmes, reviews the main trends acting as catalysts for the evolution of the customer experience into a business experience, and the key approaches recommended by Accenture to become a veritable business experience company – preferably with a business and innovation platformat its heart.

Three main trends are reinventing the customer experience today:

  • Customer expectations are now shaped by best experiences across all industries
  • Great customer experiences have become mainstream and standardized, making it harder to

stand out

  • Customer experience is just as important as company purpose for making purchasing decisions,

especially among younger consumers (aged 18-39)

The four key approches that can help an organization become a business experience company include:

  • Constantly focus on meeting new and evolving customer needs
  • Turn customer experience innovation into an everyday habit
  • Expand the experience remit across the organization
  • Sync the tech, data and human agendas

With a platform like the 3DEXPERIENCE, companies can quickly align technologies, tools, data and processes in a single source of truth that makes it easy to innovate in entirely new ways:

  • Channel customer enthusiasm and initiate co-creation activities
  • Unite the entire organization around a business experience
  • Change the way business is conducted into the future

Dicover the full articles:

Read Part 1 here

Read Part 2 here

Download our whitepaper on customer engagement

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