How TikTok is bridging the gap between entertainment and commerce
How TikTok is changing the linear purchase journey with a platform that is community-focused, creator-led and conversational.
How L&G prioritises product thinking over feature delivery: a CX case study
In the midst of a mounting cost of living crisis, consumers are more aware of their financial wellbeing than ever – making straightforward, accessible financial services absolutely paramount. According to research conducted by Legal & General, also known as L&G, 75% of its customer base expect 10 specific top tasks to be simple, intuitive, and […]
‘The customer is at the heart of our thinking’: Behind the transformation of Specsavers’ customer experience
At Econsultancy Live: CX 2022, Specsavers Group CRM and Analytics Director Tina Christison sat down with Econsultancy’s Steffan Aquarone to share how Specsavers’ approach to the customer has evolved.
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.
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.
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 […]