Inside B2B: The art of experience in B2B
Marketing Week ReportersMarketing Week editor Russell Parsons asks leading B2B marketers to discuss how and why experience-focused B2B brands beat the competition.
Humanising finance for a digital consumer
Michael BarnettFinancial brands often have a glut of customer data, but need to use it better to create joined-up customer experiences.
Britvic preps CX centre of excellence amid marketing spend boost
Manny PhamWith plans underway to develop a centre of excellence for consumer experience, Britvic intends to ramp up its marketing investment and enhance its digital marketing capability in a bid to chase growth.
Marketing Week Meets the CX50: Ursula Dolton, CTO, British Heart Foundation
Marketing Week ReportersOne of the 10 Technologists named in the 2021 CX50 list, BHF’s chief technology officer Ursula Dolton explains how technology enables brands to deliver empathetic customer experiences, including by elevating the employee experience.
UK customer experience dips for first time in four years
Matthew ValentineWhile consumers say experience has taken a downturn, digital-first brands and businesses with a sustainability agenda are bucking the trend.
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.
Meet the digital brands staking their claim to the high street
Matthew ValentineOnce accused of killing off traditional stores, online retailers are ramping up their focus on physical retail as the worlds of online and offline merge post-lockdown.
How Octopus Energy’s ‘obsession’ with customers is helping it take on bigger rivals
Manny PhamAfter Octopus Energy emerged as one of the strongest brands to take advantage of the turmoil in the energy sector, marketing director Rebecca Dibb-Simkin says its power lies in being “incredibly close to customers” and giving the whole business access to data.
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Reducing the ‘friction’ of too many choices makes your buyer’s decision easier
Helen EdwardsMarketers might not like the idea of cutting down their ranges, but reducing choice is one way to stop ‘micro-frictions’ getting in the way of the sale.
Marketing Week Meets the CX50: Chris Pitt, CEO, First Direct
Marketing Week ReportersAs one of the 10 Organisational Leaders in the CX50 list, First Direct CEO Chris Pitt discusses the role of the C-suite in delivering CX and customer-centric culture, as well as the functions that senior executives look to for strategic CX leadership.
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.
How to create effective customer engagement and personalisation at scale
Marketing Week PartnerAs Covid-19 restrictions lift, and customers and companies alike begin navigating the ‘next normal’, effective customer engagement strategies will be integral to brands being able to deliver value. To prepare, check out these best practices and key takeaways from the Braze Connection Hub.
One marketer on the challenge of having 7m reluctant customers
Charlotte RogersHaving swapped the world of digital banking for debt collection, former Atom Bank marketing boss Neil Costello is on a mission to bring a message of financial wellbeing to an unloved sector.
Inside B2B: How B2B brands can succeed in ecommerce
Marketing Week ReportersLeading B2B marketers explain how they have established ecommerce models that deliver the right experience for the customer while maintaining the trust of sales colleagues.
How trust and inspiration brought brands closer to customers under lockdown
Marketing Week ReportersTUI’s marketing boss and Debenhams’ former CMO discuss the lessons learnt during Covid and look forward to a more dynamic future.