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.
Frank van den Driest, Steven Berkhout and Meghna Jain, WARC Best Practice, May 2017
This article examines ten drivers of successful customer-centric and insight-led organisations, with advice on how to optimise an insights strategy, and how to develop both organisational and individual insights capabilities.
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.
E-commerce is all about creating a frictionless experience to help ease shoppers in and out of the platform, but Alibaba turned that approach on its head for Singles Day, with a “stickiness strategy” to keep people on its sites for longer.
This GroupM report recaps the pre-sale, warm-up and breakout periods of key e-commerce players in China like Tmall and JD, who are seeking market growth from new users, new categories, new consumption occasions, and new content.
Jenny Chan, WARC Exclusive, November 2019
Singles' Day 2019, akin to Cyber Monday or Black Friday in the US, has raked in more cash in the bank than 2018 and hit US$38.4 billion in gross merchandise volume worldwide, though the GMV number doesn't tell the complete story.
B2B businesses need to keep a focus on service as a new study suggests buyers are increasingly dissatisfied with suppliers who have taken their eye off the ball because they are concentrating on their digital offer.
French hospitality group Accor and Chinese e-commerce giant Alibaba have entered into a five-year strategic partnership to develop a series of digital applications and loyalty programmes to improve the travel experiences of Chinese consumers.
Jonathan Hart and James Hollow, October 2019
Designing experiences for data not people should now be an industry norm, argue MullenLowe’s Jonathan Hart and James Hollow – we can no long reason our way into strategies or creative directions when we have the simultaneous ability to empirically create insight and test our assumptions.
A CMO focus on customer value, extreme bifurcation of customer experience (CX) and a surge in privacy class-action lawsuits are what marketers have to look forward to in 2020, according to Forrester’s Predictions 2020 report.
Analysing the results of a global WARC survey of senior strategists, The Future of Strategy report provides both quantitative and qualitative data on the current state and future expectations of the discipline.
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.
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