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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.

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.

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.

Case Study

Shampoo brand Clear Men Anti-Dandruff ran a mobile campaign in Indonesia to generate brand awareness and increase engagement among its target audience of 18- to 34-year-old sport-minded males.

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.

Case Study

UNIQLO, the global clothing brand, increased sales and improved customer value during Singles' Day, China's one-day shopping extravaganza on e-commerce giant Alibaba.

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

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

Legacy brands face a major challenge in adapting to the rise of direct-to-consumer (DTC) companies across a wide range of industries.

Article

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

Article

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

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.

News

Energy supplier E.ON has tapped brand purpose as a way to grab UK consumer attention in a low-interest category.

Research Paper

Babbel, the language learning app, conducted research in Germany to create a spark that propelled the company forward to engage internal stakeholders in novel ways, and achieve impact as well as a culture change.

News

Over the past eight years, social media has become a key strategic channel for KLM, for both marketing and customer service, but that situation came about almost by accident.

Article

The genesis of KLM Royal Dutch Airlines’ investment in social media and AI was the explosion of an Icelandic volcano which necessitated a crisis response to cope with passenger queries about cancelled flights.

Article

Consumers don’t spend a lot of time thinking about their energy supplier, making it especially hard for energy brands to cut through.

Opinion

In a digitised world, relationships are becoming increasingly fragile. Merkle EMEA's Tom Byrne, asks whether the relationships modern marketers are building with consumers are much different, arguing that it’s only a mind-set shift, not an ad stack addition that can create relationships with long-term value.