Article
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WARC Best Practice, June 2019
Explores how the way brands think about customer experience (CX) is changing as they compete hard for customers’ attention in an omni-channel world with more consumer touchpoints.
Article
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WARC Best Practice, March 2019
Explores the current thinking and writing on the subject of customer-centricity, the ethos that places good service and customer-experience at the heart of a brand's strategy.
Article
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John Sills, WARC Best Practice, October 2018
Explores several strategies for companies wishing to utilise customer feedback, so they can make effective, ongoing improvements.
Article
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John Sills, WARC Best Practice, April 2018
Explores the importance of customer experience in creating long-term sustainable success for organisations and how to systematically deliver an experience that is valuable for the customer and the business.
Article
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Jamie Brighton, WARC Best Practice, January 2018
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
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Stuart Crawford-Browne, WARC Best Practice, July 2016
This article considers best practices for not only providing consumers with products but with experiences that reflect the values, interests, and benefits of the brand in a way that is relevant and engaging.
News
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20 August 2019
Given the plethora of choice now available to consumers, the winning formula for brands is now less about what they offer, and more about the customer centricity and market responsiveness surrounding that core offering, two experts advise.
Article
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Fiona Moss, Research on WARC, Ipsos Views, August, 2019
Organisations make promises to consumers every day, but how often is the experience failing to match these promises, and what happens when there is a mismatch between promise and experience?
Article
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Victoria Sakal and Dr. Emmanuel Probst, WARC Best Practice, August 2019
Looks at how ecosystem brands serve as one-stop-shops for multi-faceted consumer needs and provides success stories from Lego, Apple and more.
News
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16 August 2019
Companies will need to think outside the brand box to win over the hearts and wallets of China’s young luxury shoppers, according to a new report by McKinsey.
Article
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Anna Hamill, Event Reports, Vivatech, May 2019
L’Oreal Group is the market leader for digital beauty in China, where its approach is offering lessons for the rest of the category.
Article
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Low Lai Chow, Event Reports, Skift Forum Asia, May 2019
Rosewood Hotel Group is taking a considered approach to its international ambitions as it further evolves its brand with changing traveller tastes.
News
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07 August 2019
Smooth mobile user experiences will be important areas of focus for payments providers in 2019 and beyond, with high-performing integrations and partnerships also top of mind for financial services brands.
Article
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WARC Best Practice, August 2019
Provides marketers with information and guidance about luxury brand advertising.
News
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05 August 2019
Payments are becoming increasingly invisible, a development that presents major challenges for established financial service brands as they struggle to keep up with changing banking behaviour and rising customer expectations.
Article
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Alex Brownsell, Event Reports, Cannes Lions, June 2019
Reddit co-founder and CEO Steve Huffman outlines the social platform’s approach to advertising, data privacy and brand safety.
Article
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Tim Mason, Admap, August 2019
Discusses how loyalty schemes have changed in the digital environment and what brands should be doing to maximise customer loyalty both online and in-store.
Article
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Tony Hooper, Admap, August 2019
Looks at what will differentiate the winners in payments from the rest of the pack, as partnerships and advanced technologies facilitate seamless payments and transfers.
Opinion
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Sanjib Kalita, August 2019
The August issue of Admap puts the spotlight on the future of payments. Sanjib Kalita, from Money20/20 and Guppy, explains key trends in payments, including digital identities, data as a value driver and the importance of brand trust.
Research Paper
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Doug Pulick, Sarah Barasch, Jennifer Friedlander and Fiona Blades, ARF Experiential Learning, AUDIENCExSCIENCE, April 2019
Using a new global study, NCM, a wholesaler, and ScreenVision, a media company, put cinema under the spotlight and compared its performance with all other media channels, from TV to digital.
Article
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Richard Yao, Admap, August 2019
Looks at how payments becoming invisible will present unprecedented challenges for the established financial service brands as they struggle to keep up with the changing banking behavior and rising customer expectations.
Article
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Admap, August 2019
A summary of new thinking and best practice on the future of payments from Admap.
Article
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Low Lai Chow, Event Reports, Mumbrella Asia Travel Marketing Summit, May 2019
After a disastrous 2016 that saw the airline losing US$74m, Cathay Pacific embarked on an ambitious transformation journey in 2017 that is starting to bear fruit, according to general manager of brand, insights and marketing communications, Edward Bell.
News
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25 July 2019
Four fifths of senior marketers around the world believe that creativity will be critical to transforming both customer experience and business overall, but a new study finds that less than half will focus investment here in the year ahead.
News
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23 July 2019
Disruption is a good thing and marketers shouldn’t be scared of it, according to a leading automotive executive who sees opportunities to disrupt categories beyond his own.
