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Article

Delta Airlines, the air carrier, believes that data can play a central role in helping it stand out in a highly competitive category.

News

HSBC, the financial-services giant, believes that using robots in bank branches can help fuel interest in the retail arm of its business, as well as driving other benefits for its brand.

Article

Details how direct-to-consumer (DTC) brands are challenging legacy brands in every category.

Article

HSBC, the financial-services provider, used an innovative, customer-facing robot to drive various core metrics at its flagship branch in New York City.

Article

Looks at digital transformation in the travel environment, including seamless travel, the customer journey and how the industry is future-proofed for success.

Article

Boehringer Ingelheim, the pharma company, has increased adherence levels and built brand engagement through a digital program that rewards loyalty and certain behaviours.

Article

Retail brands must focus on truly knowing their customer, using data effectively and understand the online environment to find success in 2019.

Article

Explains how loyalty programs remain an important component of the shopping experience and details what marketers need to do to implement them successfully.

News

Social is now an essential part of the customer experience toolbox, as millennials are more likely to be loyal to a brand that responds to feedback via this channel, new research claims.

Article

L'Oréal, the beauty company, has built out market insights and foresight capabilities as it seeks to prepare for an increasingly complex future.

Article

Walmart, the retail giant, is using a service called Jetblack to test the waters of digitally-driven, personalized shopping.

Opinion

Sam Thomson of The Body Shop discusses CX, the role of the store, and a return to brand-building,  as part of a series of interviews with CMOs for WARC’S Toolkit 2019 report.

Article

WARC's Marketer’s Toolkit 2019 report outlines the key challenges facing brands in the year ahead, and guidance on how to meet them.

Research Paper

GemSeek Consulting, a market research and data analytics firm, sheds light on an innovative and pragmatic application of machine-learning models to help a major European Telco address fierce competition.

News

Businesses that boast endlessly about their ‘customer obsession’ are mostly paying lip service, according to HubSpot’s managing director for APAC.

Article

Takes a deeper look into what privacy really means, what’s driving the data trend, and what marketers need to be doing in 2019 to make the most of the data protection opportunities in the UK.

News

Singaporeans are demanding when it comes to customer service but local banks have focused on factors like convenience and ease of interaction and neglected the emotional pull that builds loyalty and increased spending.

Article

Consumers are becoming more skeptical and less patience in their interactions with brands – building brand love is more important than ever.

Article

Singapore’s banks aren’t getting customer experience right – but improvements can be made.

Article

Redmart, Singapore’s leading online grocery service, used consumer-led research and technology to improve its performance in the fresh produce category.

Article

Land O’Lakes, the agribusiness and dairy co-op, has leveraged new digital technologies to help enhance its business-to-business operations.

Article

Details what brands need to consider when getting started with personalisation and lists the ways to personalise that promise the most impact.

Article

Focuses on the new era of personalisation; what adopting a people-based marketing approach means for specific sectors and how brands can move towards being personal over just personalised.

Article

Shares some insights on how Spotify personalises every touchpoint towards individuals in specific contexts and what marketers might learn from this approach.

Article

John Sills, Director of The Foundation, discusses what customers are really feeling, thinking, and doing – and what’s driving those emotions – at each step of the customer experience.