CX
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Rob Curran of NCA: customer experience – the good, the bad, the blindingly obvious
I have a confession to make. For the past five years I have sat in pitches, multi-agency meetings, customer experience…
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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…
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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…
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James Frampton: how to combat the ‘Great Customer Resignation’ threat
Fed up with how they were being treated by their employers and realising life was too short to put up…
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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…
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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…
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David Blaseby of MullenLowe Profero: how creative agencies can succeed at CX
The recipe for successful CX implementation. I’m not a good cook beyond the basics. Ask me to make anything fancy…
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