Customer Experience (CX)
Econsultancy, in association with Adobe, published the Digital Trends 2015 Quarterly Digital Intelligence Briefing which called out customer experience (CX) as the standout imperative for 2015 and “increasingly taking center stage as more companies realize that this is crucial not just for differentiation against competitors, but increasingly for survival in an unforgiving business world.”
More recently, CMO.com published exclusive content from several influential European digital marketing leaders on the impact of customer experience in their marketing efforts. Simon Gill, Chief Creative Officer at UK DigitasLBi, and Simon Michaelides, Marketing Director at UKTV, discussed the role of creative design in the CX process. It was a powerful one-two punch highlighting internal organisational transformations that must take place to make creative “design thinking” an integral part of a successful customer experience. Jeremy Corenbloom, Marketing Director of Match.com for the UK and Ireland, Katz Kiely, Director of Strategy Consulting for Cognifide, and Shane Murphy, Marketing Director EMEA for Adroll contributed valuable insights into offline CX integration with online efforts as well as the need for internal corporate alignment and innovation in the approach to CX. Marketers must master the “outside-in challenge”of designing strategies from the customer perspective rather than from the product point of view.
We have teamed up with Econsultancy once more to investigate how the B2B and B2C community can better understand the “outside in challenge” in the remainder of 2015 and beyond.
The survey we would like you to complete is designed to be comprehensive but easy to complete in only 5–10 minutes. The questions focus around the role of creative design in the customer experience, the burgeoning role of mobile and the exploding world of wearables from an Apple Watch or Fitbit to visors and other viewing devices that enable the virtual and augmented reality experience.
Creative design and “design thinking” in building our marketing messages and storytelling in our blogs and web content must be included in the mainstream of strategy development. A well designed piece of interactive media can entertain while delivering critical information about your products and services. Is your mobile strategy designed to help you connect better with the customer or is it technologically immature? These are all critical questions that we, as Marketers, need to think about.
Take this short survey, and in return, we will give you a complimentary copy of the resulting research upon publication (worth £450/€550) including full access to benchmarking data. All answers are strictly confidential. You can find the survey here.
The survey will close on 4 September 2015.