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Article

This event report outlines how Carnival Corporation, the cruise-line group, is delivering personalized experiences to guests using wearable tech and smart software.

Article

This event report outlines how Staples, the retailer, is seeking to drive revenues through tapping new technologies.

Article

This event report covers how Domino’s, the pizza chain, is leveraging new digital technologies to connect with consumers and drive sales.

Article

This event report outlines how Chipotle, the restaurant chain, survived a brand crisis.

Opinion

"Data protection is rising up the public, political and media agenda", according to Rob Luke, deputy information commissioner (ICO), the UK’s independent authority that regulates the Freedom of Information Act.

News

CHICAGO: After video footage of a United Airlines passenger being forcibly removed from an overbooked flight was posted online, the actions of the airline's chief executive officer in backing his staff and describing the passenger as "disruptive ...

Article

This article explores the ever more important topic of data governance; a simple reading of the demands on data managers would reveal many pitfalls, but the author disagrees: a responsible approach to data can be a source of much-needed consumer trust.

Article

This article advises companies on how to adapt to the upcoming changes that will occur with the implementation of General Data Protection Regulations (GDPR) in the European Union.

Article

This article posits that marketers must remember that they are in the business of building customer relationships and that the best brands behave as butlers.

Opinion

As the countdown to the impending General Data Protection Regulation (GDPR) continues, so do the media conversations seemingly intent on creating panic in the marketing industry.

Article

In this article, the author warns brands against overestimating the customer's desire for enhanced customer experience management.

Article

This event report outlines how Capital One, the financial-services provider, is moving into the chatbot space.

News

SAN FRANCISCO: Facebook has announced that it is updating its data protection policy to ban developers from using data taken from the social network for surveillance purposes.

Article

The article explores how Woolworths, one of Australia's biggest grocery retails, successfully relaunched its loyalty scheme with a personalisation focus after the company was forced to abandon an unpopular change.

Article

This article highlights how a good online experience wins through efficiency and transparency, and by optimising for every device and customer group, allowing online retailers to keep customers engaged and avoid basket abandonment.

News

SINGAPORE: Consumers in Singapore are showing signs of disengagement from traditional loyalty programmes with a quarter (24%) reporting that their expectations of brand loyalty have completely changed, a global study has found.

Article

This article explores how organisations can find new opportunities for business, and develop a stronger brand, by rallying around the needs and the data of consumers.

News

LONDON: Sales and marketing teams need to work more closely together to better understand their audience and convert leads, but new research suggests that many UK brands have yet to make this adjustment.

News

SHANGHAI: Brands, including Mondelez and Moleskine, are using a huge influx of new Chinese customers on Singles Day to fuel their data and CRM marketing efforts through the rest of the year.

Article

This article outlines how brands need to redesign the customer experience to give consumers the feeling that exchanging their personal information is worthwhile, by seeking permission through creative engagement.

News

GLOBAL: Consumers worldwide are generally more willing than unwilling to share personal data if they can see a clear value exchange, new research has shown, but most are ambivalent.

Article

This event report outlines how Boeing, the aerospace group, builds deep relationships with key clients through a Customer Advisory Board.

News

SHANGHAI: Integrating multiple sources of customer data for a single customer view is key to a more effective marketing strategy, a senior Google executive believes.

Article

This event report describes how the multinational oil and gas company Shell faces increasing challenges, as margins are squeezed and competition increases; to differentiate, it learned to understand its customers better.

Research Paper

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers.