How do luxury brands maximize experiences in sports events? I attended the 2025 Monte-Carlo Masters, which showed a strong presence of elite brands fighting for high-end customer engagement. Brands such as Rolex, Sergio Tacchini, and Replay can be found advertised…
CustPlace, a European e-reputation and customer experience software vendor, conducted a study at the end of 2023 on brand talk (i.e. the systematic approach to communicating brand values, commitments and identity) that caught our attention. I interviewed Nicolas Marette, the…
According to a recent Forrester report (How Generative AI Will Transform CRM), GenAI may have significant and beneficial impacts on Customer Relationship Management systems and practices. The real question is, however, how effective GenAI could be when it comes to handling…
Product Information Management (PIM) systems are a driving force behind a good customer experience. A 2023 survey entitled “Elevating customer experiences with product experiences”, sheds light on how product information can greatly enhance CX. Virginie Blot, Product Experience Management evangelist…
How do consumers form their perceived value of a product or service? This is the question that Bain & Company has attempted to answer in a very noteworthy brief published by Harvard Business Review. It opens up a new perspective…
Customer communities aren’t for every brand. Yet, facilitating communities with your customers could supercharge your marketing. This is, in essence, what Sanjay d’Humières explained to us in this interview. Sanjay is the founder of RTCX (Real-Time Community Experience), a consultancy…
A worldwide survey of 7,000 people highlights the poor perception of customer service by consumers. In Europe and the rest of the world. Fortunately, technological solutions are available to marketers who want to improve their flailing customer service. This survey by CM.com is entitled…
First party data collection has become more important than ever. With consumer concern and the inevitable demise of third party data, companies are turning to first party data. This not only helps companies receive more accurate data, but offers a transparent…
Make It Personal is the title of Adobe’s latest research on the subject of customer experience. In a nutshell, it concludes that it’s time to put CX stereotypes to rest and deal with consumers as free human beings rather than numbers to…
Companies have been driving a wedge between them and their customers by misusing the personal consumer data they’ve collected. This generates a level of mistrust and has even caused many consumers to avoid these brands. To give us a better…
