Lessons from John Lewis on bringing together the digital and physical at Christmas
John Lewis Customer Director Claire Pointon discusses experiential retail at Christmas and customers’ expectations of a ‘connected’ brand.
FAQs disguised as chatbots a ‘hollow interpretation of personalised service’: Ve Global’s Nick Roberts
Roberts tells us about his role at conversion marketing tech company Ve Global and discusses current challenges for ecommerce brands, including how overpromising with chatbots leads to a confusion amongst customers.
“People not platforms”: What marketers can learn about community from Reddit and Love Island
The Love Island and Reddit partnership may have been a missed opportunity for ITV, and a reminder to marketers about the fundamentals of community, as some fans in the show’s subreddit were ambivalent about the tie-up.
Digital Transformation Monthly: The Rise of Retail Media Networks
This special edition of Digital Transformation Monthly looks at the rise of retail media networks and the conditions that have led to their growing appeal, featuring key stories from individual retailers.
AppsFlyer’s Adam Smart on how marketers should adapt to a changing mobile landscape
Adam Smart is Director of Product, Gaming at AppsFlyer – the mobile marketing analytics and attribution platform. I chatted with Adam to find out more about his role, plus his opinion on growing ad formats, data measurement, and user privacy. Tell us about your role, and how it fits into the wider company? In 2020, […]
‘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.
Social Quarterly: Q2 2022
The latest trends, developments and statistics in social media. Stories this quarter include the opening of the first physical ‘Meta Store’, WhatsApp and Facebook’s investment in tools for community development and growth, plus the comeback of ‘real, authentic’ content with Instagram’s reintroduction of the chronological timeline and BeReal’s time-sensitive approach to photo sharing.
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.