I have a confession to make. For the past five years I have sat in pitches, multi-agency meetings, customer experience (CX) conferences, holding group strategy events, and I’ve been secretly stealing slides. I’ve been screen-shotting slides that claim to define ...Read More »
Customer experience boosts Dentsu – but what is adland’s latest goldmine actually doing for customers?
Dentsu brought up the rear this year among big ad holding companies, following its peers more or less with Q2 organic growth of 8.2%. Interestingly it chose to highlight its Customer Transformation & Technology division, which grew 22.5% year on ...Read More »
We’ve noted before the car crash that is British customer services, despite the wellrewarded efforts of numerous ad agencies (one assumes), all piling on the bandwagon. For years Virgin Media has been setting new standards in crappy CX (now it’s ...Read More »
Havas CX, via its X Index, has been looking at what customers think of their experiences and, surprise surprise, it’s not very much. How many billions have been spent on CX in recent years? Oh well, never mind. The survey ...Read More »