Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand. For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy.
The CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights, which leads to tailored, personalised offerings that attract and retain a loyal customer base.
The day will provide a survival guide for CX as we discuss topics such as the power of personalisation, giving consumers the content that they want, what happens when a customer first design takes a backseat, the craft behind a successful marketing strategy, how customer insights can drive success, the importance of brand identity and more.
Case study presenters sharing their stories at the Summit are seeing a seamless CX as a result of their own strategic efforts and, by joining them, you’ll be able to reap similar rewards.
Some interesting research in this week’s newsletter suggesting that travel and hotels, non-grocery retail and financial services are the industries paving the way in terms of customer experience globally, while at the same time calling for brands to provide greater personalisation required by customers. The KPMG report which surveyed over 84,000 consumers across 20 countries […]
New tax plans aimed at making global firms pay more tax have been published by an international economic body. The proposals would give governments more power to tax big technology firms such as Apple, Facebook and Google. The Organisation for Economic and Development (OECD) proposals would mean big companies paying more tax where they sell products […]
Travel and hotels, non-grocery retail and financial services are the industries paving the way in terms of customer experience globally, according to the latest research by KPMG International and the firm’s Global Customer Centre of Excellence (CoE). The latest report – Customer First. Customer Obsessed – which surveyed over 84,000 consumers across 20 countries, found […]
As digital experiences are now at the heart of marketing, marketers are struggling to keep pace with consumer technologies and demands, and a pervasive talent gap continues to derail success. This is the key finding of Perpetual Evolution: The Interplay Of Talent and Technology in the Future Of Marketing, released today from The Economist Group in association […]
Twitter has apologised for “unintentionally” using email addresses and phone numbers, provided by users for account security, to enable targeted advertising. The company said third-party marketers may have been able to reach specific users on Twitter based on contact details, even if the user had not wished the information be used this way. In a […]
Unilever, which owns brands such as Surf and PG Tips, says it plans to halve the amount of new plastic it uses in a bid to appeal to younger shoppers. The firm is responsible for producing 700,000 tonnes of new plastic a year. But Unilever plans to slash that figure over the next five years […]
Hopes of a big rise in UK car sales in September have been dashed, spreading more gloom about the sector’s health. Sales in what is the industry’s second most important month rose 1.3% from a year earlier, well below the double-digit growth hoped for. In the first nine months of the year, car sales fell […]
Interesting new study in this week’s newsletter revealing a clear link between better marketing engagement and bottom-line performance. The study analysed the top 300 companies from the Forbes Global 2000 list using a proprietary methodology. The LEWIS study found a significant gap between the margins and profitability of low scoring companies and higher performing brands. […]
The UK accountancy watchdog has launched an investigation into the collapse of travel firm Thomas Cook. The Financial Reporting Council’s (FRC) probe will look at the audit of the company by accountancy giant EY for the year ending 30 September 2018. The FRC’s enforcement division will carry out the investigation and has the power to […]
Use of smartphones for online shopping in the UK has skyrocketed by 141% in 12 months, research by global reviews and customer insights technology company Feefo has found. By contrast, use of laptops and desktops for online shopping has dropped by 47% over the same period. Exploring the habits of 2,000 UK adults, the research […]
