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Creating Transformational Customer Experiences

Break on Through to the Other Side – How Do You Create Transformational Customer Experiences?

Uthaman Bakthikrishnan

Uthaman Bakthikrishnan

Executive Vice President

As a college goer, I was fascinated by the band called ‘The Doors,’ and all my playlists began with a song of theirs – Break on through to the other side.

Jim Morrison penned this song, and the meaning of the song can be interpreted in multiple ways. That’s the beauty of most of their songs’ lyrics.

I interpreted the song as a call for breaking free from societal constraints and exploring new realms of consciousness.

Metaphorically, this can be applied to anything and everything we do.

When you look at it from the context of customer experience, this would mean breaking through barriers to deliver exceptional customer service and create transformational experiences.

Businesses must strive to break through conventional norms and expectations to provide customers with experiences that go beyond the ordinary.

This could involve breaking through the barriers of outdated processes, rigid policies, or siloed departments to create seamless and personalized interactions that truly resonate with customers.

That brings us to the most important question in CX:

How do you transcend the status quo and push the boundaries to deliver memorable and meaningful experiences that leave a lasting impression on customers?

Here are 12 examples of how businesses can do this.

1. Personalized Recommendations

Imagine shopping online and having the website suggest products that match your interests and past purchases. That’s what happens when companies use fancy technology to learn about your likes and dislikes.

For example, consider how Amazon knows what interests you and recommends things you might want to buy next. It’s like having your own personal shopper who knows you really well!

2. Interactive Experiences

Ever used an app that lets you see how furniture would look in your house before you buy it? It’s like magic! Companies are using cool things like augmented reality to let you interact with products in a whole new way.

Take IKEA’s app, for instance. You can point your phone at a space in your home and see how that new couch or table would fit right in. It’s like trying before you buy, but without leaving your house!

3. Surprise and Delight

Imagine going to your favorite coffee shop and getting a little extra treat with your order. It’s like a little surprise that makes your day!

Starbucks does this with its “Pick of the Week” program. Sometimes, when you buy a coffee, they’ll give you a free digital download as a bonus. It’s like getting a little gift along with your drink, and it adds a bit of fun to your coffee run!

4. Seamless Omnichannel Experiences

Picture this – whether you’re shopping online, browsing in-store, or checking out on your phone, wouldn’t it be nice if everything felt connected and easy?

That’s what companies like Disney do with their MagicBand thingy.

It’s like having a magic bracelet that lets you do everything at the theme park – ride the rides, buy stuff, and even get into shows – all without fumbling around for tickets or cash. It’s like having your own little genie making sure everything goes smoothly!

5. Empowerment and Co-Creation

Ever had a cool idea for a product but didn’t know how to bring it to life? Well, imagine if companies actually wanted to hear your ideas and even let you help create stuff!

LEGO does this with their LEGO Ideas thing.

You can design your own LEGO sets and if enough people like them, they’ll actually make them and sell them in stores! It’s like being part of the LEGO team and bringing your imagination to life for everyone to enjoy!

6. Emotional Connection

You know when a company just gets you? Like when they understand what’s important to you and make you feel all warm and fuzzy inside?

Dove does this with their Real Beauty stuff.

They celebrate all different kinds of beauty and make you feel good about yourself, no matter what. It’s like having a friend who always knows how to lift your spirits and make you feel confident.

7. Virtual Reality Experiences

Ever wanted to travel the world without leaving your living room? With virtual reality, it’s like you can go on adventures without even stepping outside! Imagine putting on those fancy goggles and suddenly finding yourself strolling through the streets of Paris or lounging on a beach in Bali.

Travel agencies use this cool VR stuff to let you explore destinations and check out hotels and attractions before booking your trip. It’s like having your own tour guide right in your home!

8. Voice-Activated Assistants

You know those little gadgets you talk to and they do stuff for you? It’s like having a personal assistant but without a fancy suit! Companies are using these voice-activated thingies to make it easier for you to get stuff done.

Need to order something online?

Just tell Alexa or Google what you want, and they’ll take care of it for you. It’s like having your own personal genie – just say the word, and your wish is their command!

9. Community Building

Ever wanted to chat with other people who love the same stuff you do?

With online communities, it’s like having a big group of friends who share your interests and passions. Companies are creating these online hangouts where you can connect with other customers, share stories and tips, and maybe even make some new friends along the way.

It’s like being part of a cool club where everyone’s got your back, and you never feel alone!

10. Predictive Analytics

You know when you’re thinking about buying something, and suddenly, it shows up in your feed or inbox?

It’s like the internet knows what you want before you even do!

That’s because companies use this cool thing called predictive analytics to figure out what you might like based on what you’ve done in the past. It’s like having a mind reader who knows exactly what you’re thinking – and makes shopping way easier!

11. Experiential Retail Spaces

Imagine going shopping, and instead of just browsing racks of clothes, you’re treated to a whole experience!

Like, picture walking into a store and there’s a fashion show happening right in front of you, or maybe you get to try out different styles with a personal stylist. It’s like going to a party where the main attraction is shopping!

Brands are doing this to make shopping more fun and memorable, so it’s not just about buying stuff – it’s about having a good time while you do it!

12. Augmented Reality Try-Ons

Ever wished you could see how that lipstick or pair of glasses would look on you before you buy it?

Well, with augmented reality, it’s like you can try stuff on without even leaving your house!

Imagine pointing your phone at your face and seeing how different makeup looks or glasses frames suit you. It’s like having your own personal mirror that shows you all the possibilities! Brands are using this cool AR stuff to make shopping less stressful and more fun, so you can feel confident about your choices before you hit that buy button!


Businesses can break through the norms and exceed customer expectations by embracing innovative technologies and creative strategies.

Focusing on customer-centric approaches and continuously pushing the boundaries of what’s possible, companies can forge deeper connections, foster loyalty, and stand out in a crowded market.

So, let’s break on through to the other side and create experiences that leave a lasting impression on customers, driving success and growth for years.


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