The Business Impact of Investing in Experience

Adobe commissioned Forrester Consulting to evaluate the business impact of investing in customer experience across the customer lifecycle. The study, The Business Impact of Investing in Customer Experience – A Spotlight On Asia Pacific, found that long term investment in customer experience is paying off for those brands willing to embrace it. The study found that APAC brands focusing on customer experience achieve an average revenue growth rate of 23%, compared with 13% of other companies surveyed.

Key findings of the study include:

  • Experience-driven brands sacrifice short-term wins in favor of creating holistic experiences.
  • Experience driven businesses are customer obsessed.
  • Experience-driven businesses report happier and more engaged employees.

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