As 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.
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.
As 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.
Having 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.
Leading B2B marketers explain how they have established ecommerce models that deliver the right experience for the customer while maintaining the trust of sales colleagues.
TUI’s marketing boss and Debenhams’ former CMO discuss the lessons learnt during Covid and look forward to a more dynamic future.
Maintaining direct, meaningful relationships with customers is shown to pay off in higher lifetime value, lower acquisition costs and long-term growth.
Brands can create memories and help support sales by offering innovative experiences for consumers at the time and place they want to engage.
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.
The increased importance of experience in driving brand equity has emerged as one of the big takeaways from this year’s Kantar BrandZ analysis of the world’s most valuable companies.
Meaningful interactions that drive customer engagement are only possible when marketing is driven by real-time insights.
In his final interview before he retires, TfL’s director of customer and revenue, Chris Macleod, reflects on 15 years with the organisation and the strides it has made forward along the way.
Once purely transactional and often guilty of establishing a ‘professional distance’ with customers, today B2B brands are thriving by showing a more human side.
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.
Tom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here