Page 59 - Cx News Today

Uber hasn’t been without its controversies, but at a very basic level it has profoundly shaped consumer expectations. As part of The Drum’s Deep Dive into The New Customer Experience Economy, Somo’s Rebecca Crook explains how this app continues to transform how brands interact with customers.

For all of the technical aspects that can be leveraged to create a stellar customer experience, it’s what the person actually feels as a result of any brand interaction that really matters. As part of the Drum’s Deep Dive into The New Customer Experience Economy, Contentsquare’s Niki Hall discusses the values need to achieve digital humanism.

In town planning and sociology, 'third places' are the spaces that sit outside of the binary of our two main places: home and work. If the last couple of years have done anything, they've toyed with that binary, affecting the places in between. Bruno Garcia of Frog UK looks into the opportunities for retail stores to become a new kind of third place.

What impact has enforced isolation and social distancing had on how physical experiences are designed? We take a look as part of The Drum’s Deep Dive into The New Customer Experience Economy.

‘The customer is always right’ is still a mantra for many. But neither consumers nor employees should be the very core of a business’ operations, argues Patti Alderman of Zone and Cognizant. Instead, brand purpose needs to be the driving force behind everything that a company does.

Creating 'sticky' customer experience (CX) is about more than just brand loyalty - it's about staying relevant and interesting to customers wherever they are in a buying cycle. In fact, argues Nick Pearse of agency Vertical Leap, the secret to sticky CX is engaging customers when buying intent is lowest: right after purchase.

Being 'customer-centric' means putting customers at the focal point of all decisions to create long-term satisfaction, loyalty and brand advocacy. But how does a truly customer-centric organization use experiences to create those lasting relationships? Nick Phipps of agency Rawnet investigates.

As part of The Drum’s deep dive into all things CX, we surveyed top experts as to how brands and agencies can provide consumers with the kind of tailored experiences they’ve come to expect – while also offering transparent data practices ahead of the cookie’s demise. Here’s what they had to say about striking this delicate balance.

As consumers worldwide have been forced into rapid adoption of digital technologies due to the pandemic, brands are giving more thought to how they engage with audiences online. This shift has highlighted failures to provide digital experiences that meet consumers’ needs. There’s one thing brands can lean on to set them on the path to customer experience (CX) excellence: transparency. Rachael Brandon-Lai of 160over90 explains how.

The online ad experience is facing a major overhaul and marketers are looking for new solutions to reach audiences in an impactful way. Can new tools, like attention metrics, change the online ad experience for good?