Home Topics Marketing management Customer centricity & CX

Customer centricity & CX

Latest
Most Read

Filter by

Customer experience (1,069)

Customer relationship management (940)

Customer centricity (358)

Search in

Case Studies (11)

Articles (676)

Research Papers (67)

News (217)

Opinion (85)

Data (13)

Rankings (0)

Show only

Recommended

(89)

Videos

(22)

Date Range

All
Last year
Last three years
Last five years
Set date range

From

Search within

Search Results Language

Category

Brand

Location

Source

1,069 results found

Reset Filters

Search in

Case Studies (11)

Articles (676)

Research Papers (67)

News (217)

Opinion (85)

Data (13)

Rankings (0)

Show only

Recommended

(89)

Videos

(22)

Date Range

All
Last year
Last three years
Last five years
Set date range

From

Search within

template

Search Results Language

Industry Sector

template

Brand

template

Location

template

Source

template

1,069 results found

Sort By

Consumers have more positive experience when shopping online

Data • Rob Clapp, WARC Data Points (Curated), September 2021

An overview of customer experiences when shopping online and in-store.

Behind the winning idea: 'Small business drive'

Article • Fergus O'Carroll, Jerome Ooi and Terence Ling, WARC Exclusive, September 2021

In this episode of Behind the Winning Idea, we explore the strategy, execution and outcome of Lexus: Small business drive, awarded a Silver in Customer Experience and the Personalisation & Insight Award in the 2021 WARC Awards for Effectiveness.

Brave renewed world: How to take advantage of AR’s second coming

Article • Phil Rowley, WARC Exclusive, September 2021

Augmented reality technology is poised for a period of innovation and advancement.

The future of SEO in fashion and beauty

Article • Tasha Amponsah-Antwi, WARC Best Practice, September 2021

E-commerce is causing fashion and beauty brands to adapt their SEO strategies.

A brand’s guide to innovating and surviving in the e-commerce world

Article • Sangeeta Tanwar, Event Reports, adtech Direct-to-consumer (D2C) and E-commerce conference, July 2021

As COVID-19 continues to significantly change shopping behaviour, brands will have to innovate to stay relevant and thrive.

Checkout errors: Why they deserve more of the APAC marketer's attention

Opinion • Jon Stona, September 2021

Stripe’s Jon Stona says the checkout process in e-commerce may seem like a small detail but its effect – in combination with other processes – can be significant for customer experience.

Brand and content: How Unilever keeps its focus on the consumer

Article • eTail, WARC Exclusive, September 2021

Unilever’s global e-commerce director of health and wellbeing Anusha Babbar shares how the consumer goods giant approaches brand equity, meaningful content, customer experience and e-commerce issues.

From DIY to DIFM: Consumer sentiment data

Article • WARC Exclusive, Spotlight Australia, August 2021

Analyses data from ongoing surveys of Australian consumers, provided by GWI.

The new frontier of customer experience in Australia

Article • Michelle Grujin, WARC Exclusive, Spotlight Australia, August 2021

Accenture’s Michelle Grujin examines how the pandemic has created “reimagined” consumers who are actively changing their habits and creating opportunities for brands to reset strategies and meet new customer expectations.

Rightmove: Making the right moves on digital customer experience

Article • Anna Hamill, WARC Exclusive, August 2021

Rightmove, the online real estate search portal, is upgrading its digital customer experience to be present at every part of the house hunting journey.

To DIY or to get someone to DIFM: The A$65bn question facing Australian retail

Article • Jeremy Sankey, WARC Exclusive, Spotlight Australia, August 2021

Distilla Strategy’s Jeremy Sankey examines Australians’ attitudes towards DIY as well as the DIFM (do it for me) and DIWM (do it with me) alternatives during the long lockdown.

Five fundamentals for creating successful augmented reality campaigns

Article • Keith Soljacich, WARC Exclusive, August 2021

Looks at augmented reality – which combines the virtual with the real world – and how it can best be used on behalf of brands.

How to understand customer experience by expanding on NPS

Article • Brian Carruthers, Event Reports, Festival of Marketing: Fast Forward, June 2021

‘Customer experience’ is increasingly seen as a strategic priority for businesses to help them stand out and grow, but this concept is made up of many factors, and measuring it is a complex task.

Universal truths, Chinese contexts: Brands don’t need to culture-hack their way into China

Article • WARC Exclusive, Spotlight China, December 2020

Inner Chapter’s Jidi Guo argues that it’s time for foreign brands to take a serious look at where they fit within China’s changing culture and to stop seeking a way in via “culture hacks”.

What brands can learn from how Headspace builds healthy routines

Article • Jo Bowman, Event Reports, Nudgestock, June 2021

The likelihood of affecting long-term behaviour change hinges largely on giving people the feeling very early on that they’re already making progress, according to Headspace.

Flex retail: How Australia is turning the page to a new chapter of retail

Article • Renata Yannoulis and Matthew Moran, WARC Trends, July 2021

TBWA\Sydney’s Renata Yannoulis and Matthew Moran examine the future role of brick-and-mortar stores as declining footfall and skyrocketing e-commerce spending introduce a new era of retail.

Technology and retail: Get the balance right

Article • Asai Meyer and Terence Ling, WARC Trends, July 2021

TBWA\Hong Kong’s Asai Meyer and Terence Ling examine the balance that brands need to strike when applying advanced technology to retail operations.

Look, no heels! Retail considerations for the post-pandemic era

Article • Brian Carruthers, Event Reports, Retail Connected virtual conference, April 2021

Sets out the context in which retail marketers will have to work in the short-term and identifies trends and themes they will need to address.

Five ways to reinvent marketing post-COVID

Opinion • Jeannine Falcone, July 2021

Jeannine Falcone examines Accenture Interactive research to determine the five ways marketing can evolve for the post-COVID era.

The Great Wall of opportunity: Marketing insights from China’s census

Article • 黄卓颖（Abby Wong）, WARC Exclusive, July 2021

Brands that get ahead of national policies which are based on data from China’s decennial census are the ones that often gain the most consumer traction in the market; Initiative China’s Abby Wong has insights for those planning their strategies.

Ford’s Rajoielle Register: “With tech, it’s all about showing its relevance to consumers' lives”

Opinion • Chiara Manco, July 2021

Rajoielle Register, Head of Global Brand Experiences at Ford Motor Company, will be chairing the Effective Use of Tech category of this year’s WARC Awards for Media. Here, she tells WARC about how Ford reimagined customer experience for the virtual world, the need for tech to be relevant to consumers’ lives, and what she hopes to see in the Awards’ entrants. Rajoielle Register, Head of Global Brand Experiences, Ford Motor Company

Football and the art of delivering a customer-centric business experience at Standard Chartered Bank

Article • Mukta Lad, Event Reports, Adobe Summit, April 2021

Standard Chartered Bank’s Pedro Sousa Cardoso shares how organisations can deliver an exceptional customer-centric experience by leveraging data-led insights inspired by the beautiful game.

Physical luxury in a digital world: How Rosewood Hotel creates authentic travel experiences

Article • Mukta Lad, Event Reports, Adobe Summit, April 2021

Rapid digital transformation has helped to ease the hospitality industry’s pain during the sharp drop in business and travel caused by the COVID-19 pandemic, as shown by the Rosewood Hotel Group’s experience.

What’s working in travel

Article • WARC Category Intelligence, July 2021

Global strategies, campaign updates and trends in the travel category.

Building loyal customers on messaging platforms

Opinion • Abhishek Deshmukh, July 2021

With three-quarters of APAC customers keen to spend more with companies providing great customer experience, Zendesk’s Abhishek Deshmukh says it is important for brands to engage more deeply and efficiently with customers.

The Marketer's Toolkit 2021: Navigate through uncertainty

Article • WARC Exclusive, November 2020

The Marketer’s Toolkit 2021 is a guide to six major challenges facing brands in the year ahead.
Rethinking brand for the rise of digital commerce

Article • WARC Exclusive, June 2021

This WARC white paper looks at rethinking how the marketing discipline should approach brand, media and performance marketing – and reframe it for a world of digital commerce.
The WARC Guide to Marketing in the COVID-19 recession

Article • WARC Best Practice, May 2020

A summary of new thinking and best practice on Marketing in the COVID-19 recession, from the WARC Guide.
What we know about luxury shoppers

Article • WARC Best Practice, September 2020

Explores the changing behaviours and expectations of luxury consumers whose idea of luxury is becoming more experiential and immersive, and driven by technology and on–the–go lifestyles.
The WARC Guide to e-commerce and the future of effectiveness

Article • WARC Best Practice, August 2020

A summary of new thinking and best practice on e-commerce and the future of effectiveness, from the WARC Guide.
The digital customer journey

Article • Euromonitor Strategy Briefings, December 2020

The COVID-19 pandemic accelerated the adoption of e-commerce, with many consumers experimenting and even becoming reliant on the digital channel while in isolation.