Archives

New research into brands using data for personalisation

Customers expect personalisation during every brand interaction. However, they don’t trust brands to keep their personal data secure and to use it responsibly. This is the dilemma companies everywhere are currently facing, according to new data from Twilio. The third annual State of Personalisation Report 2022 is based on two...

Winners Announced for European Customer Experience Awards ’22

The inaugural edition of the European Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme. The first edition of European CXA® brought together leading businesses across Europe to share remarkable achievements in customer experience. Top...

The new generation of conversational CRM: an interview with Matthias Göhler 

With the rapid development of technology and constant social and economic disruptions, many companies have faced customer relationship management crises. We repeatedly reported about it last year.  A concerning report’s findings told that 43% of professionals found their CRM software too...

Time to Emphasise Real-Time CX Metrics

Nine out of 10 business leaders say being able to better measure customer experience (CX) would make it easier for their organisation to deliver growth. According to Harvard Business Review Analytic Services, 40% say one of their greatest measurement challenges...

Four key elements of Starbucks’ customer personalisation strategy

The most recent Cheetah Digital 2022 Digital Consumer Trends Index survey found that 74% of global consumers want brands to treat them as individuals. Therefore, personalisation is a critical factor for companies to consider as the economy points to more...

Pride Month in Business: an interview with Melissa Tilling

Today, we have an incredibly special interview with Melissa Tilling: the CEO and founder of Charitable Travel. Melissa is such a significant figure in both the business world and LGBTQ+ community. Her travel company is also the first and only...

Holiday chaos: what’s next for the travel industry?

We’ve heard the term “travel chaos” since the pandemic started. Yet, two years later, many customers are still experiencing huge disruptions to their travel itineraries and holidays. Staff shortages in airports and train stations are causing chaos across the country.  With...

Social media influencers’ marketing power is declining: what are brands’ next steps?

In 2019, Merriam Webster finally accepted the term ‘influencer’ into its dictionary. But influencer culture had changed the way brands connect with consumers long before that. Major social media stars have long since graduated from the beauty and mum bloggers...

5 business books that will shift your perspective on leadership

Over the past months, we have been discovering books that might bring us some fresh ideas on becoming an even more connected, efficient, and aligned team. Out of the many publications we dwelled on, this has been whittled down to...

Boutique Bliss: Dolce&Gabbana advancing immersive experiences

Marketing tools and brand awareness are rapidly advancing to accommodate the progression of our tech-world. We are now constantly in the search for innovative, energetic new campaigns to impress customers and other competitive businesses alike.Experiential marketing to show off your...