As digital marketing techniques gained acceptance and matured over the last few years, the momentum to collect and utilise data has rapidly gathered pace.

In this series of articles, we have looked at a few of the key concepts covered in Pine and Gilmore’s book “The Experience Economy”, which builds on the concept of making the customer experience a product in itself. In this article, we will discuss what is required to lead the process of creating an exceptional experience.

This series looks at the concepts from Pine and Gilmore’s book “The Experience Economy” from a wholistic business perspective in order to understand the customer’s point of view and use these insights to design new experiences. In the first article we examined how business offerings progress through stages of economic value from a customer perspective. In this article we will turn our attention to the four phases of business transformation, which will help you get a sense of where your business is heading.

Over the last decade Australia really enhanced its reputation as “the lucky country”. While other economies were struggling with the fallout of the GFC Australia’s economy was strong. But this success has come at a cost. While many global businesses were rapidly transforming around the needs of the customer and the impacts of digital technologies, many Australian businesses were slow to react.

New problems are rarely fixed by applying old thinking. We help you tackle your digital transformation challenges. This post explains how...