A strategic approach to employee experience is fundamental to brands excelling at customer experience, new research by Marketing Week, Zone and Cognizant has found.
Customer-centricity is about much more than customer analysis. At the DX Summit, senior marketers across energy, sport, media and automotive pointed to the values that keep customers – and employees – engaged.
Latest research shows loyalty redefined as habitual behaviour may move the needle on customer experience.
Adapting your business to ensure employees are engaged is just as important as responding to new consumer behaviours, if brands want to be seen as customer experience leaders after the pandemic.
Journeys that adapt to customer needs in real time are key for CX50 members, the UK’s top CX professionals named by Marketing Week, Zone and Cognizant Digital Experience.
It’s time for brands to recognise that they can’t deliver a great customer experience without a great employee experience, as attendees at an exclusive CX50 virtual roundtable discussed.
Organisations with greater CX maturity are seeing their ability to demonstrate returns put them in a stronger position to invest, at a time when digital experiences are making the difference in winning customers’ business.
Data is fuelling marketing-led growth, but marketers have to take control of the engine room as failing to use data effectively is also its biggest hinderance.
In our final article highlighting the work and views of this year’s CX50 list, executives explain how brands can take learnings from the pandemic to build on their customer experience.
At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis.
Customer experience may seem less of a priority than it was, but it has kept brands afloat in the pandemic and if investment is maintained it will be an even bigger competitive advantage in future, as the members of our CX50 list demonstrate.
The achievements of this year’s CX50 members prove an organisation-wide customer experience mindset is a blueprint for the future as well as the present.
Marketers and their agencies still struggle against business realities when trying to push the sustainability agenda, especially now survival is many businesses’ priority.
Consumers rarely sit up and notice retailer promotions amid all the marketing noise, but with a stirring soundtrack, explosions of colour and playful use of brand codes, agency Five by Five’s creative achieved exactly that for B&Q.
Senior marketers at our roundtable sponsored by Neustar described the struggle of demonstrating marketing effectiveness, but also proved marketing is maturing by embracing the need to do it.