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Article

Looks at how loyalty has changed thanks to digital transforming the value exchange and how delivering a great brand experience can be done through the drivers of relevance, utility and purpose.

Article

Voice-controlled devices, or bots, are going to fundamentally change the way consumers search for goods on the internet and marketers can make bots work for them.

Case Study

Garuda Indonesia Airlines, a premium airline operating international and domestic flights in Indonesia, improved its ROI for social media, paid search and email marketing by improving targeting.

Article

This article offers case studies from China, Singapore and Japan on how brands, apps and social media platforms are using voice technology to engage consumers.

Article

This Company Profile from Euromonitor provides key details and analysis of Qantas Airways Ltd, the owner of brands such as Qantas holidays and Jetconnect.

Article

This Company Profile from Euromonitor provides key details and analysis ofInternational Airlines Group, the owner of brands such as British Airways and Iberia.

Article

This Company Profile from Euromonitor provides key details and analysis of LATAM Airlines Group SA, the owner of brands such as LAN Argentina, Air Class, and MasAir.

Research Paper

This paper looks at how French airline brand, Air France KLM, created a new structure for its Customer and Market Insight (CMI) department for optimal customer experience.

News

AMSTERDAM/SAN FRANCISCO: KLM Royal Dutch Airlines has announced that it has become the first airline in the world to sign up to the WhatsApp Business platform.

News

AUSTIN, TX: Brands seeking to engage consumers with chatbots must consider factors such as their purpose, potential audiences and likely usage patterns to succeed, a leading executive from Activision, the games developer, has argued.

Article

This event report outlines how Activision, the games developer, has used chatbots to connect with consumers.

Article

This Company Profile from Euromonitor provides key details and analysis of Southwest Airlines Co. Included is a strategic evaluation with key facts about the American company, competitive positioning against comparative brands, and assessment of its position in the transport category.

Article

This article examines what marketers need to understand in order to capitalise on the growing trend for consumers to complete sales on their smartphones, and gain a better sales conversion rate.

Article

This Company Profile from Euromonitor provides key details and analysis of Air France. Included is a strategic evaluation with key facts about the Paris-based company, competitive positioning against comparative brands, and assessment of its position in the travel and tourism market.

Research Paper

This paper studies research methods that combine behavioural data and survey data collection, in order to provide a better understanding of product markets.

Research Paper

This paper explores how research can have more impact when it is made experiential, enabling insights to be made more memorable and consumer empathy to be increased.

Research Paper

This paper reports on a multi-method UK study into chatbots and digital assistants (DAs), assessing their utility for brands (are they really a 'brand's best friend'?), consumers' propensity to use them and their potential applications for market research.

Research Paper

This article discusses the findings from a 2015 large-scale global empirical study conducted by Kantar Vermeer in order to provide readers with a practical roadmap to customer-centric revenue growth.

Article

This event report argues that online marketers need to shift their focus to measurements linked to business outcomes, and gives three examples of brands making the move: fashion brands Mr Porter and Tommy Hilfiger, and the airline KLM.

Article

This article argues that the era of personalisation has moved on from direct marketing tactics and is rapidly heading towards creating business value through personalised communications and customised seamless experience systems.

News

NEW YORK: Chatbots are set to hit the mainstream as a rash of announcements from Kik, Microsoft and Facebook pushes the services into the limelight – and signals new opportunities for brands.

Opinion

Rob Blackie is Director of Social at OgilvyOne and is on the judging panel for the Warc Social Prize 2016 The range, depth and ambition of social is expanding rapidly, so this is an exciting time to be in the industry, even if we all constantly have to race to keep up with the speed of change.

News

HANGZHOU: The Netherlands has become the latest nation to attract the attention of Alibaba as the Chinese ecommerce giant ramps up its global ambitions with a series of deals with Dutch companies.

Case Study

This case study explains how British Airways, the airline, grew sales in North America by connecting with expat Indians.

Research Paper

This paper examines customer centricity – providing positive customer experiences in order to maximise the firm's long-term financial value – and explains how companies can become customer-centric.