Grad Conn, Chief Experience and Marketing Officer at Sprinklr, and Rob Harles, Managing Director at Accenture Interactive discuss how empathetic design can bring the human element back into digital interactions with customers.

Today’s marketers are thinking beyond the traditional linear formula: run a campaign, measure reach and engagement, analyze lift on sales. With an ever-expanding kaleidoscope of channels, a growing emphasis on real-time contextual personalization, and increasing dependency on data and technology, the personal touch is at risk of getting lost in the fray.

Grad and Rob help us take a step back from the digital scrum and examine how we can inject the human dimension back into the marketing equation. They introduce us to The Business of Experience model, which is predicated on understanding the customer's needs, motivations, and frustrations through empathic design. It’s all about reinventing, reimagining, and creating new experiences infused with real purpose and authenticity.

Join us as we deep dive into how this approach can be used to bring the human element back to the forefront of digital interactions with customers. 

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