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.
A no-deal Brexit would affect marketers’ day-to-day jobs significantly, particularly in staffing, data use and supply chains. Here’s what you need to know.
The final instalment in our series looks at having the right implementation in place to ensure marketers get the best out of martech in terms of value and creativity.
In the second of our three-part series, in partnership with SAP, we find teething problems are par for the course with martech and something to prepare for from the start.
In the first of Marketing Week’s new three-part series, in partnership with SAP, we chart the journey of buying marketing technology, giving marketers the guidance they need to avoid hitting dead ends.
Voice assistants are moving beyond niche products and into the mainstream, meaning they are necessary in the customer journey for more and more brands.