Page 58 - Cx News Today

For The Drum’s Deep Dive into The New Customer Experience Economy, industry experts give their view on the brands that have mastered the tricky blend of digital and physical retail.

Chief exec at agency Sagittarius Ian MacArthur has been in the industry for long enough to be able to offer a little history lesson on what customer experience (CX) means for marketers. But history alone isn’t everything: read on for his four principles for delivering simplified, impactful CX.

What can marketers learn about data from a Netflix show fake German heiress? As part of the Drum’s Deep Dive into The New Customer Experience Economy, Epsilon’s Jon Beebe makes the case for people-based identities through the lens of the hit show.

Accessibility is now thought of as an essential - but too often it remains a late-stage box-ticking exercise. Piotr Wiśniewski, creative director at Admind, argues that accessibility shouldn't be thought of as a mere requirement, but an opportunity to expand the experience your brand can offer into new sensory realms.

It’s not so easy to get a read on customers any more. Sure, you can ask them for information via email, build that first-party database and even embrace zero-party data practices, but what works best? As part of the Drum’s Deep Dive into The New Customer Experience Economy, Reach3 Insights’ Matt Kleinschmit breaks it all down.

If there’s one thing that the industry is banking on revolutionizing customer experience in the near future, it’s the so-called metaverse. Merkle’s Barry Fiske tells us that right now is the right time to start playing with the possibilities of how it could change your customers’ lives.

Covid-19 created a global mental health pandemic while simultaneously increasing the amount of time we all spend online. Louis Sheppard, Unrvld's experience director, shares three key tactics for brands who want to consider the role that their digital products play in shaping emotionally beneficial experiences for customers.

For the past week The Drum has been examining CX, and how it underpins so much of brands' successes. We've taken a look at everything from how digitalisation is changing the philosophy of CX, how good CX is accessible and conducive for mental health, and how individual brands are outperforming competitors through clever deployment of CX tools.

We recently sat down with eight customer experience (CX) experts from The Drum Network to diagnose the current CX moment. If the early stages of the Covid-19 pandemic were characterized by a scrabble to digitize everything, where are we now, and what are the smartest CX minds doing to make their brands stand out with customers? Our experts shared their one piece of advice you can’t miss.

As part of The Drum’s Deep Dive into The New Customer Experience Economy, we talk to companies adopting a servant leadership approach where employees are treated like customers, there to be served. Could this be the answer to combating talent loss amid the great resignation?