How to Guide: Put The Customer In The Driver’s Seat | Keys To An Empowering Experience In 2025 and Beyond

In the age of customer autonomy, meeting modern expectations requires more than responsive service—it demands empowering customers to take control of their journeys. However, while the idea of customer-driven experiences is compelling, many brands struggle to achieve this vision, hindered by reactive strategies and missed opportunities to anticipate customer needs.

This briefing explores:

• Why customer empowerment is so challenging.
• How to avoid common pitfalls and enable true customer autonomy.
• Real-world case studies showcasing the benefits of delivering experiences on the customer’s terms.