Customer experience

The customer stands at the core of every brand strategy. Creating emotional engagement through experiences tailored to consumers’ desires is a true challenge. This customer experience is the primary lever through which pop-up shops, retail stores, and physical spaces can differentiate themselves from digital channels — and where omnichannel strategy takes on its full meaning. Personalisation lies at the heart of this approach, while a seamless, multi-channel customer journey has become a key driver of brand loyalty.