Article
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WARC Best Practice, March 2020
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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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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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.
Article
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Jonathan Earle, WARC Best Practice, February 2017
This article explores how organisations can find new opportunities for business, and develop a stronger brand, by rallying around the needs and the data of consumers.
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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21 May 2020
The organisations best-placed will to survive the current challenging times will be those which get close to customers and are able to adapt to changing priorities before it’s too late, says Laura Hurst in The WARC Guide.
Article
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Fiona Blades, WARC Exclusive, May 2020
During COVID-19, consumers are looking for reassurance and humanity from their banks.
Article
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Laura Hurst, WARC Exclusive, May 2020
Analyses how the COVID-19 pandemic is impacting different categories and notes that a single category-lens is not sufficient to predict future survival.
Article
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Low Lai Chow, WARC Exclusive, April 2020
A webinar by MONI, Magento and dotdigital offers advice on how brands can do better to capture sales at every stage of the customer journey.
News
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21 April 2020
Customer experience can be a powerful differentiator for brands and is likely to become increasingly important in Asia Pacific where companies are finding it harder to compete on products and price alone, according to a senior Asia Pacific Pizza ...
Article
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Low Lai Chow, Event Reports, April 2020
At CX APAC Online 2020, Troy Barnes, chief customer officer of Pizza Hut for APAC offers some tips for organisations looking to embed CX in their company’s DNA for the long haul.
Article
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WARC Best Practice, April 2020
A summary of new thinking and best practice on structuring for effectiveness, from the WARC Guide.
Article
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Nikki Mendonça, WARC Exclusive, April 2020
For brands looking to drive increased effectiveness of their marketing activities, it’s vital to understand the new rules of brand experience.
News
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28 February 2020
Market research is often more focused on what matters to the business than what matters to the customer – and therein lies a major problem for many businesses that profess to be customer-led, according to an industry figure.
Article
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John Sills, WARC Best Practice, February 2020
Looks at what it really means to take a customer-led, immersive approach to proposition development and how brands are getting it wrong.
Article
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Stephen Whiteside, Event Reports, CES, January 2020
Hyundai, the automaker, introduced the Shopper Assurance program to stand out in a crowded, competitive industry.
Article
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Stephen Whiteside, Event Reports, CES, January 2020
Delta Airlines, the air carrier, used innovative research techniques as it sought to gain a fuller insight into the customer experience.
Article
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Brian Carruthers, Event Reports, Digital Transformation Conference, November 2019
Aviva, the British insurance multinational, is adapting its thinking around customer experience questions and adopting terminology and processes that have helped to show the boardroom the importance of CX.
News
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12 December 2019
Weltmeister Automobile, the Chinese electric vehicle brand, believes a brand is more than just a brand and has developed the notion of the ‘brand as platform’ – even though this can at times seem to conflict with brand-building principles.
Article
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Stephen Whiteside, Event Reports, Money 20/20, October 2019
Greenhouse by Wells Fargo, a financial-services offering centered around a mobile app, has based its approach on using digital tech to solve long-term consumer painpoints.
Article
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Low Lai Chow, Event Reports, E-commerce Expo Asia, October 2019
Nicholas Kontopoulos, Adobe’s regional head of APAC commerce marketing outlines how brands can adapt their organisations and sync up better with channel-less consumers.
Article
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Low Lai Chow, Event Reports, Spikes Asia, September 2019
FCB Greater China’s Steve Xue and Weltmeister Automobile’s Michael Shi talk about the roadblocks and lessons learnt in the brand’s growth journey at Spikes Asia.
Research Paper
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MRS Awards, Finalist, MRS Award for Insight Management, 2019
Matalan, a fashion and homeware retailer, cut across data to uncover strategic insight into the omnichannel customer journey in the UK, which enabled Matalan to invest strategically in the areas of the business that will have most positive commercial impact.
Research Paper
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MRS Awards, Winner, MRS Award for Applications of Development, 2019
BT, a telecommunications company, strengthened its top market position in the UK by creating a customer retention proposition, BT Plus, which automatically unlocked benefits when people became a customer.
Research Paper
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MRS Awards, Finalist, MRS Award for Business-to-Business Research, 2019
Fujitsu, a technology equipment and services company, launched an ongoing feed of in-depth customer views in the UK and Ireland to change its approach to one that was closer aligned with customer satisfaction and cultural transformation.
