Cyrus Gilbert-Rolfe, WARC Exclusive, December 2021
This article explains how brands can create direct engagement with consumers, gather valuable consumer data, and showcase sustainability information through digital identities on products and packaging.
MRS Awards Papers, Finalist, Insight Management, 2021
BT, a telecommunications company, launched a campaign in the UK to develop a programme to immerse two senior executives and their teams in the customers' day-to-day lives and how they interact with the brand.
Akira Mitsumasu, Vice President, CX, Data Analytics and Global Marketing at Japan Airlines, will be chairing the Customer Experience category of the 2022 WARC Awards for Effectiveness . Here, he talks about how Japan Airlines helped travellers during uncertain times, the company’s increased focus on sustainability practices, and what he’ll be looking for in the category’s entrants. Akira Mitsumasu, Vice President, CX, Data Analytics and Global Marketing at Japan Airlines
Moving into the 2021 holiday season, consumers are looking to experience elements of the traditional while leaning into their "new normal," and marketers have an opportunity to incorporate this shift into messaging, digital touchpoints, and in-person experiences, says Jay Choyce Tibbitts, Social Strategist, Deutsch NY.
Emma Gardner, WARC Exclusive, November 2021
Consumers’ expectations of customer service and experiences have changed dramatically during the course of the COVID-19 pandemic. It’s more important than ever for marketers to be armed with stats, research and insights to improve services.