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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Ten media and technology trends and their implications for brands, including contextual commerce, digital detox, expanding connectivity, design from data, smart out of home and experiential e-commerce.