A new survey finds that CMOs are shifting customer experience down the priority list as new areas such as leading disruptive innovation and delivering business transformation move up their agendas.
It is the first time a British supermarket has offered customers hot takeaways via Deliveroo as Sainsbury’s looks to take a slice of the UK’s £8.1bn food delivery market.
People don’t automatically trust machines, so as personalisation and automation step up a notch marketers need to ensure they do everything they can to create transparent and user-friendly experiences.
At a roundtable hosted by Marketing Week in partnership with Facebook, marketers debated the cost of hindering consumers on the way to making a purchase, and how brands can keep them coming back with smooth, hassle-free experiences.
From augmented reality mannequins to ultra-customisation, the parent company of Vans and Timberland wants to prove big corporations can embrace change fast and stay relevant in a volatile retail landscape.
Brands need to ensure their websites are accessible to disabled people or risk losing out on £249bn a year.
The tech industry leads the way in customer satisfaction, while the logistics, energy and water sectors lag far behind, according to new research from the company behind NPS shared exclusively with Marketing Week.
Many marketers are wasting valuable time and resources optimising for voice when there are much more strategic challenges that need dealing with first.
With apps such as Uber disrupting business travel as much as the taxi market, Addison Lee has shifted its focus from account management to the passenger’s experience, which entailed a technology overhaul and a whole new way of working.
As members of Marketing Week’s CX50 list demonstrate, companies can only deliver what the customer wants and needs if the whole organisation is aligned.
Tom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
As the fashion ecommerce industry matures, trends such as artificial intelligence, resale and returns are transforming the customer experience.
Most people don’t want brands to try and be their friend, so marketers should think twice before trying to be ‘cool’ when communicating with consumers.
Nestlé is borrowing ideas from its Japanese business with the roll-out of its bespoke, hand-crafted KitKat, but with a £14 price tag surely the premiumisation trend has gone too far?
With 12 stages and hundreds of speakers across two days, there will be plenty to see at the Festival of Marketing. Here’s our top picks.
Tom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here
Men’s clothing brand Pink burst onto the scene in the 1980s and has now reclaimed its original reputation for individualised style, with a rebrand powered by customised service both in stores and online.
Progressive web apps are growing in popularity, particularly among online retailers, as they look to improve the mobile experience and increase sales.
Online auction giant eBay is extending its customer-centric approach to help SMEs in Wolverhampton revive the struggling high street.
The beauty industry is a saturated market, meaning a stand-out product or interesting story is no longer enough to succeed as consumers become increasingly demanding and more digitally-savvy than ever before.
Most businesses try to put consumers at the heart of what they do, but many fall short because actually being customer-centric often means making business decisions that seem counter-intuitive.
