Article
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WARC Best Practice, June 2019
Explores how the way brands think about customer experience (CX) is changing as they compete hard for customers’ attention in an omni-channel world with more consumer touchpoints.
Article
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WARC Best Practice, March 2019
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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John Sills, WARC Best Practice, October 2018
Explores several strategies for companies wishing to utilise customer feedback, so they can make effective, ongoing improvements.
Article
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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.
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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13 December 2019
Content can transform the way that consumers experience the brand, according to Unilever’s senior global brand director, who believes that the blurring of the boundaries between offline and online offers rich pickings for generating content.
Article
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Stephen Whiteside, Event Reports, Money 20/20, October 2019
Bank of America, the financial services provider, has built a robust strategy that is centered around improving the client experience.
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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Tahaab Rais, Admap, December 2019
The Hajj pilgrimage to Mecca in Saudi Arabia is considered a pivotal moment in a Muslim’s life.
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.
Article
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Low Lai Chow, Event Reports, FUTR Asia Summit, October 2019
Unilever and Domino’s Pizza share some lessons in adapting a global playbook to local rules in a market like Indonesia, during the FUTR Asia Summit in Singapore.
Case Study
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MRS Awards, Finalist, MRS Award for Insight Management, 2019
Dixons Carphone, a multinational electrical and telecommunications retailer, created the Customer Matters programme in the UK, which uses digital first research to underpin decision-making.
Case Study
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MRS Awards, Finalist, MRS Award for Insight Management, 2019
Barclays UK, a banking brand, built upon its existing customer experience research platform to revolutionise the insights it provides through customer feedback dashboards in the UK.
Case Study
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MRS Awards, Finalist, MRS Award for Financial Services Research, 2019
Open Banking, a government agency initiative, developed, launched and scaled Open Banking in the UK using a curated suite of research methodologies to inform customer experience guidelines.
News
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02 December 2019
Digital platforms are growing ever-more influential and 2020 will see marketers increasingly tasked with building their brands within ecosystems over which they have little or no control, a new WARC report says.
Case Study
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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.
Case Study
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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.
Case Study
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MRS Awards, Finalist, MRS Award for Innovation in Data Analytics, 2019
Formula 1, the highest class of single-seater auto racing, developed a robot that created a near-real-time picture of the scale and context of fan activity in the UK, which the brand used to uncover what excites fans most about F1.
Case Study
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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.
Case Study
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MRS Awards, Finalist, MRS Award for Financial Services Research, 2019
TSB Bank, a bank, used a new measurement tool tailored to retail banking to help senior TSB executives navigate through an IT crisis to a brighter future in the UK.
