The Business of Customer Experience Innovation

ArtScience Group is in the business of experience. We reimagine the customer experience organizations offer by identifying unmet needs. We turn unmet needs into opportunities that drive growth.

Experience disruptors

Experience disruptors are all around us. For example:

• The ability to track the status of a ride on Uber and Lyft
• Receiving a list of movie recommendations by Netflix based on your recent viewing
• Seamlessly transferring money to people using Venmo

These are all examples of companies that disrupted the customer experience.  

The value of the customer experience is undeniable. A recent Harvard Business Review study revealed that 70% of consumers buy from businesses that have great experiences. Furthermore, delivering unique experiences and remaining close to customers is critical for growth.

It’s not just for B2C, B2B companies are jumping in

Consumer companies aren’t the only ones that are looking to disrupt existing experiences, notes Hubspot CEO Brian Halligan. B2B companies focused on frictionless customer experiences are growing. They’re taking over companies who are maintaining business as usual. Simply put, they provide better user and customer experiences.  

Nomad Health, an online healthcare marketplace, links doctors directly with medical facilities for short-term work. This makes it easier for physicians to provide on-demand healthcare. As a result, doctors can better meet the changing needs of their patients. 

Zurich Insurance Group unifies data across its employees to create a consistent experience. Agents have an online portal, a smartphone app, and a tablet app that connect them to customer information quickly. As a result, they’re able to see a complete view of customer activity to better serve their clients. 

Disrupting the current experience

We believe that the more you aim to create a good customer experience, the better your product or service gets. By focusing on creating great user or customer experiences, you create greater returns. This is the “flywheel effect,” according to Jim Collins, author of the best seller Good to Great. Traffic and sales increase as efforts increase.

Disrupting and reinventing the experiences your customers expect is not business as usual. First, you need to bring the right people together. Then, you need to equip them with the tools and mindset to think differently, deconstruct challenges, and develop solutions.

Human-centered design and collaboration are at the heart of our work. We believe that people support what they help create. 

In short: we think, design, and build to make more meaningful experiences for our client’s customers. Take a look at our case studies or contact us to learn more.