Dixons Carphone on why marketers should be responsible for customer experience

Dixons Carphone’s head of customer experience Katy Minson believes marketers must take control of the customer experience to ensure the brand proposition it delivers through marketing and branding are replicated in stores, on digital and across any touchpoint where a brand interacts with a consumer.

Speaking to Marketing Week’s editor Russell Parsons at Marketing Week Live, she said marketing must “lead the band” to ensure the whole business, from delivery drivers to store staff and social media, are working to offer the same experience to customers. She also said it is crucial to break down businesses “silo mentality” by getting the CEO to buy into customer experience.

Watch the video to find out Minson’s take on the future of customer experience, the challenges she faces and why customer experience is like a bank balance.

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email customerservices@marketingweek.com

If you are looking for our Jobs site, please click here