Tag Archives: CX

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 ...

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 ...

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 ...

Fed up with how they were being treated by their employers and realising life was too short to put up with a raw deal, candidates began to dictate the job market and the ‘Great Resignation’ became one of the top ...

Customer experience (CX/CRM, the two are more or less interchangeable)) has become the favourite refuge of scoundrels across the marketing spectrum. Companies across the board promise improvements which, aided by a battery of consultants and other snake oil merchants, make ...

Forrester Research has revealed its marketing predictions for 2022, which it describes as “bold calls to push the limits and challenge the market rather than state obvious trends already in the works.” Actually some of the headline ones are already ...

The recipe for successful CX implementation. I’m not a good cook beyond the basics. Ask me to make anything fancy and I can guarantee the flavours of soap and the texture of a walrus’ behind. My only culinary claim to ...