Demystifying non-linear retail search journeys with behavioural economics
Are you using behavioural economics nudges to guide users through the “messy middle”?
Katy Lindemann on CX transformation: employees are central characters, not supporting cast
Speaking at Econsultancy Live: CX 2022, Grey Consulting’s Katy Lindemann suggests that the past couple of years has seen a shift in the way companies think about company culture and transformation projects.
Measuring influencer marketing programmes
As brands increase influencer marketing spend, it is vital to be able to accurately quantify the return on that investment.
Siegel+Gale’s Ben Osborne on what it means to be a consumer-led brand today
How can brands connect with consumers today in the face of rising living costs? I spoke with Ben Osborne, Director of Insights at Siegel+Gale EMEA, to hear his thoughts on what it means to be a consumer-led brand, and the strategies that brands will be working on in the coming months. How would you define […]
CX research needs to be BAU if it’s as important as Marketing says it is
Human insight is in high demand and customer experience is being prioritised, but this hasn’t yet translated into consistent execution of research.
Barilla’s VP Data & Analytics: ‘at the end of the day, we want to get more people to enjoy our brilliant pasta’
Lyndsay Weir discusses how to build a data team with an external lens, one that is designed to serve the consumer and not exist merely as an internal business function or silo.
Choosing an influencer: what are the key considerations?
For marketers to select influencers who are a relevant and authentic fit for the brand and the audience, the process needs to be a careful balancing act between qualitative and quantitative research.
Bionic’s third age of CX: hybridising digital and world-class human service
“We’re entering a third era of customer experience,” argued Glyn Britton, Bionic’s Chief Customer Officer, at Econsultancy Live last week. Britton believes this is the case because – despite CX leaders being three times more likely to outperform their sector than mainstream competitors, according to Econsultancy research – “there are some really fundamental customer needs […]
Ecommerce brands grappling with sustainability challenges have an opportunity to stand out
Consumer concerns about the climate crisis show no sign of abating. Indeed, since 2018, Britons have increasingly listed the environment as a top-three issue facing the country. This peaked at 40% of the UK population during 2021’s COP-26 summit (a 400% rise on early 2018) according to YouGov. It’s no wonder that so many brands […]
HR and marketing leaders reflect on creating a culture of learning
Talk of a “Great Resignation” has dominated conversations about recruitment, retention, and workplace culture since midway through 2021, as the ongoing Covid-19 pandemic prompts a widespread reassessment of priorities and working conditions. The Marketing Week Career and Salary Survey 2022, which surveyed more than 4,400 UK marketing professionals to form a snapshot of marketers’ experiences, […]
Brands should fix the roof before it rains with a proactive loyalty scheme: Prezzee’s James Malia
Consumers are increasingly questioning how they spend (and how they can cut back) due to rising living costs. In the UK, BRC figures show sales growth is slowing, with March 2022 seeing a rise of 3.1%, down on a 6.7% rise the month previously. For brands, tighter budgets could have an impact on customer loyalty. […]
How sustainable content puts people at the heart of digital engagement
As the digital world begins to impact the planet, Ana Tolić, President of CMG Digital, explains how a focus on people – not platforms – delivers a sustainable digital future.