In this special edition of the AdNews Podcast, editor Rosie Baker talks with Accenture Interactive managing director ANZ Michael Buckley and Bronwyn van der Merwe, general manager APAC of Fjord, Accenture Interactive's design and innovation consultancy, about the future of customer experience.
The wide-ranging discussion explores how brands can grapple with the seismic shifts in technology and best use data to deliver customers products and services as highly personalised "delightful micro moment" experiences that are "cool, not creepy".
The chat also unpacks the notions of 'experience marketing', the 'living business', 'service design' and the rising tide of 'liquid expectations'.
It investigates the nexus of technology, creativity and consultancy and how the recent acquisition of The Monkeys closes that loop for Accenture Interactive.
The conversation rounded out with a look at how brands are now having to prepare for a screenless world where voice will dominate.
This special edition of the AdNews Podcast is part of the 'Future of Customer Experience' series in partnership with Accenture Interactive. Also in this series, read Michael Buckley's thoughts on the new kind of marketer required for today's landscape and Architects of the New Marketing - an interview with Irwin Lim, Accenture Interactive Marketing Services Lead ANZ, and Bronwyn van de Merwe talking about living services. Find out more about Accenture Interactive here.
Also keep an eye out for a series of video interviews with Buckley, Lim, van der Merwe and other key Accenture Interactive players on AdNews from early next week.
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