How building global teams unlocks brands’ full growth potential
Morag Cuddeford-JonesHeidi Arkinstall, CMO of global hiring platform G-P, talks about the opportunities that lie in hiring beyond borders.
EX = CX²: The links between employee and customer experience revealed
Morag Cuddeford-JonesA strategic approach to employee experience is fundamental to brands excelling at customer experience, new research by Marketing Week, Zone and Cognizant has found.
Why serving customers well starts with mindset and culture
Morag Cuddeford-JonesCustomer-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.
Why the future of loyalty is built on good habits
Morag Cuddeford-JonesLatest research shows loyalty redefined as habitual behaviour may move the needle on customer experience.
Why employee and customer experience go hand in hand for the brand of tomorrow
Morag Cuddeford-JonesAdapting 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.
How to orchestrate journeys that are music to customers’ ears
Morag Cuddeford-JonesJourneys 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.
CX50 2021: Behind every great customer experience is an engaged employee
Morag Cuddeford-JonesIt’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.
Why brands that put customer experience first are now reaping the benefits
Morag Cuddeford-JonesOrganisations 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.
The telltale signs of data mismanagement, and how brands can avoid it
Morag Cuddeford-JonesData 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.
CX50 2020: What the pandemic has taught brands about customer experience
Morag Cuddeford-JonesIn 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.
CX50 2020: Great customer experience starts with company culture
Morag Cuddeford-JonesAt 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.
How the CX50 are keeping customer experience on the business agenda
Morag Cuddeford-JonesCustomer 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.
How customer experience is helping brands succeed on the acid test of Covid-19
Morag Cuddeford-JonesThe 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.
Why brands need to stand their ground on sustainability
Morag Cuddeford-JonesMarketers and their agencies still struggle against business realities when trying to push the sustainability agenda, especially now survival is many businesses’ priority.
How B&Q’s simple sales promotion became a market-shifting event
Morag Cuddeford-JonesConsumers 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.