- Brands are trying to match digital CX advancements in the physical world, usually by digitising the offline world with gadgets but brands should start with the desired experience.
- CX should match customer expectations and those can vary based on location and environment.
- Brands that invest in employee training and providing staff with the necessary tools are most likely to succeed.
- CX management shouldn’t simply be reactive and about damage control....
WARC subscribers can sign in to keep reading
Not a subscriber?
WARC helps you to plan, create and deliver more effective marketing
-
Prove your case and back-up your idea
-
Get expert guidance on strategic challenges
-
Tackle current and emerging marketing themes
We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.
Insights Team
Bray Leino
You’re in good company
We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.