Tag Archives: CX

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 ...

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The customer service car crash – Royal Mail is even worse than Virgin Media

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 ...

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Has CRM become the classic all-time folly of marketing?

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 ...

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Forrester: will 2022 see freshly empowered marketers?

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 ...

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