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Opinion

Customer experience (CX) is set to be one of this year’s dominant business trends. But what does it mean and how can you do it? WARC heard John Sills, an expert on creating compelling experiences, explain why it’s so much more than a digital trend.

Article

Arsenal football club and agency partner AKQA built a skill for Amazon's Echo that allows users to engage with the club in a new way, but one familiar enough to become a habit.

Opinion

Resisting the urge to make predictions for the year ahead, Gareth Kay offers up three wishes that he hopes will happen this year, in order to move towards creating a more robust and vital marketing industry.

News

LONDON: As customer experience – increasingly based on digital interactions – becomes a competitive differentiator, brands need to assess their current capabilities and understand where they may need to make changes, according to an ...

Article

Key tips on delivering effective digital customer experiences, an area of increasing importance as customers are putting less emphasis on the products they buy from brands and more on the experience they receive.

Article

Discusses how brands can move beyond the latest AI trend and create a chatbot that customers will actually use, by prioritizing useful functionality and guided options.

Article

This article explores how best to utilise the omnichannel model to offer seamless shopping experiences to customers.

Article

Macy’s is one of the world’s most iconic traditional retail brands, but its push into the Chinese market required an entirely different approach with mobile, e-commerce and VR at the fore.

Article

In a world of vanishing technology, where calls can be made and delivered to any device, what does the future hold for the humble mobile network provider in a world of handset contracts?

Article

Ten media and technology trends and their implications for brands, including e-commerce, loyalty, Chinese influence, voice, blockchain and smart cities.

Article

Minor League Baseball (MiLB), the sports league, has established an ambitious growth agenda as it seeks to build fan numbers and engagement for 160 professional teams.

Article

The functionality of customer experience has been overly prioritised and brands need to build emotion and feeling back into customer experiences.

Article

This annual report by J Walter Thompson Intelligence charts 10 emerging trends across 10 sectors that will shape marketing globally in 2018, spanning culture, tech, travel and more.

Opinion

Heather Dansie, associate research director at Publicis Media, discusses why experience is core to a Christmas strategy and what brands can do to truly embrace the festive season.

Article

Shinola, the luxury brand, uses an exclusive membership program to bring a new level of personalization to its relationships with its best customers.

News

GLOBAL: Data, customer experience and artificial intelligence are among the areas that both agencies and brands plan on prioritising in 2018, which promises to be a year of digital transformation, according to an exclusive survey by WARC.

Article

Lying at the intersection of conventional marketing and tech, customer experience will be a priority for many brands in 2018.

Article

WARC's Toolkit 2018 report outlines the key challenges facing brands in the year ahead, and guidance on how to meet them.

News

NEW ORLEANS: Lowe’s, the home-improvement chain, believes that technologies like augmented reality (AR) and virtual reality (VR) could help solve a $70bn problem by letting consumers envision the end result of their projects.

News

BARCELONA: Bricks-and-mortar stores are a vital part of the Lego brand, providing a unique media channel for both shoppers and consumers, according to two of the toymaker’s executives.

Article

Lowe's, the home-improvement chain, believes that virtual reality (VR) and augmented reality (AR) can encourage more consumers to undertake DIY projects.

Research Paper

Delta Air Lines, a major American airline, moved from monitoring its traditional metric to the Marketing Impact Score in January 2017, in order to improve customer satisfaction and increase profit.

News

LONDON: UK brands lag way behind US brands in terms of delivering world-class customer experience, according to a new survey that attributes part of the problem to many of them continuing to organise themselves along “Victorian” lines.

Article

BMW changed the culture of its retail outlets by reframing the relationship between customer and sales person away from a confrontation and negotiation.

Article

Pharma brands must adapt to an increasingly complex digital future, with non-traditional players like Amazon offering invaluable guidance to health-related companies.