The Royal Horticultural Society (RHS) Chelsea Flower Show is in full bloom this week. What began as a single-tent event in 1913 has blossomed into the world’s premier horticulture showcase—combining innovative floral design, coveted awards, networking, and even science exhibits. It’s a testament to the power of thoughtful customer experience (CX).
Positive brand experiences not only cultivate loyalty but also drive revenue growth, and today, any business can reap the benefits. “In the past, customer delight was restricted to elite brands due to perceived high costs,” write McKinsey’s Ankit Bisht, Sangeeth Ram and coauthors. “However, thanks to technological advancements and a shift toward customer-centric practices, companies now have smarter and more effective methods to deliver delightful experiences that yield long-term returns.” For more on CX and achieving experience-led growth, explore the insights below.
Fueling growth through moments of customer delight
Using generative AI to transform customer experience
Experience-led growth: A new way to create value
Shifting gears: What buyers are saying about the luxury-car experience
Harnessing AI to reshape consumer experiences in healthcare