Shaping Human Experiences in a World of Change‍

Shaping Human Experiences in a World of Change

‍

Why Experiences Matter

Experiences define how we see the world. They are sticky, memorable, and far more powerful than abstract ideas. Think of the last outstanding customer interaction you had, the workplace culture that either inspired or drained you, or the trust you place in community services. Each left you with a perception, a feeling, and often a changed behaviour. That is the power of experience, it shapes not just moments, but mindsets.

And the numbers prove it. Poor experiences are estimated to drain US$3.7 trillion globally each year (CropInk, 2025). Meanwhile, organisations that invest in positive experiences can unlock sustained growth. 86% of customers are willing to pay more for a great experience (PwC), and companies that prioritise experience consistently outperform peers on revenue and profitability.

Customer Experiences: Beyond Transactions

For organisations, customer experience is no longer about efficiency alone. It’s about creating moments that build trust and loyalty. A seamless digital journey, a thoughtful human interaction, or proactive support can turn a routine exchange into a story someone remembers and shares.

When done well, experiences deliver measurable returns. Consumers spend 37% more when their expectations are met (Deloitte, 2024), yet fewer than half of them believe companies are getting it right. Gartner research shows that a company with US$1 billion in annual revenue can gain an additional US$700 million over three years simply by improving customer experience (SuperOffice citing Gartner, 2025). Conversely, over half of customers will leave after just one poor interaction (Zendesk,2025).

Experiences like these become competitive advantage because they connect emotionally as well as functionally.

Employee Experiences: The Everyday that Defines Culture

Inside organisations, employees are not just resources; they are the carriers of experience. The way people are supported, recognised, and empowered at work defines culture. A positive employee experience drives motivation, creativity, and advocacy. Conversely, friction or neglect creates disengagement that customers will eventually feel.

The link between employee and customer experience is direct. Research by the Institute of Customer Service found that for every 1% increase in employee engagement, customer satisfaction rises by0.4% (Financial Times / ICS, 2024). Organisations with above-average customer satisfaction also achieve 7.4% annual revenue growth and 20% EBITDA, compared to flat growth for peers at the lower end (FT / ICS,2024). Investing in employees is, therefore, a growth strategy.

Shaping the Collective: Communities, Councils, and Government

Experiences extend beyond companies. The way we interact with local councils, government agencies, or support services influences how we view society at large. A council that makes it simple to access essential services creates not just satisfaction, but trust in public institutions. A government initiative that listens and adapts fosters belonging and resilience.

These experiences matter because they shape how we relate to one another as a community, whether with pride and trust, or with frustration and detachment.

The Role of AI: Enabler, Not Replacement

Artificial Intelligence often sparks debate about efficiency versus humanity. Yet the opportunity lies not in replacing experiences, but in amplifying them. AI can remove friction from everyday tasks, freeing humans to focus on what matters most, empathy, creativity, and connection.

• In customer experience, AI can personalise journeys at scale, supporting the 49% of customers who are more likely to make impulse purchases after a  personalised interaction (PwC / 99Firms).
• In employee experience, it can automate repetitive tasks so people spend more time on meaningful work.
• In government and community services, AI can predict needs and streamline access, making essential support more accessible.

When designed responsibly, AI doesn’t diminish the human experience. It strengthens it.

Experiences as a Force for Change

Ultimately, experiences shape perception, and perception shapes behaviour. Whether through a small act of service, a moment of recognition at work, or a seamless interaction with government, each experience has the power to ripple outward.

We remember experiences long after the details fade, and they quietly inform how we choose, trust, and belong. Shaping experiences, then, is not a tactical challenge. It is one of the most strategic levers organisations, communities, and governments hold to create positive impact in the world we live in.

‍