Hi [[ session.user.profile.firstName ]]

Customer Experience Management

** Live Peer Panel – watch leading marketers discuss how they measure and manage their customers’ experience**

As more and more everyday interactions go digital, numerous brands are realising that customers won't engage with them unless the experience is seamless and convenient. But what makes up a great digital customer experience, and how do companies measure and manage customers' experiences across all platforms, so they know where to devote their attention? This feature will look at:

Why customer experience management is the next big marketing battleground

How can digital channels be used to optimise and personalise the customer experience

What makes a great digital customer experience – what are consumers looking for?

How can brands measure levels of loyalty and engagement across different digital touch-points?

What difficulties are there in analysing different kinds of data (e.g. survey responses, net promoter score, web analytics, usability testing, etc)?

What are the challenges of integrating off-line channels such as in-store retail and call centres with digital channels?
Recorded Jun 13 2013 63 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Michael Barnett, Strategies Editor, Marketing Week
Presentation preview: Customer Experience Management

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Going Beyond Digital Disruption - Big Bad Wolf or Fairy Godmother? Recorded: Jan 26 2017 51 mins
    Lyndon Hedderly (Director of Digital Strategy, Acquia) and Lucy Tesseras (Marketing Week)
    We’re living in historic times. Whether you want to call it digital disruption, digital transformation, digital evolution or digital darwinism, digital is hot but it’s also considered a threat. Everyone wants to 'go digital' but what does this really mean? Rarely has a word meant so much and yet been so ill-defined.

    Over the course of this Marketing Week webinar, in association with Acquia, we will explore the recent history of digital and how it has shaped the landscape we live and work in today, through to what the analysts and consultancy firms are saying about how to position digital within your organisation.

    You will learn:
    • How to go about putting together a digital framework to help with your strategic guidance, as well as things to be aware of along the way.
    • The importance of focusing on the customer and customer experience.
    • Real world examples of creating and implementing more personalised customer experiences on digital platforms.

    Overall, this webinar will help you turn digital from a threat (big bad wolf) into an opportunity (the fairy godmother effect).
  • The new marketing reality: how organisations can capitalise on opportunities Recorded: Dec 8 2016 60 mins
    Jeremy Waite (EMEA Marketing Evangelist, IBM), Jim Clark (Research Director, Econsultancy)
    This webinar will highlight results from Econsultancy’s New Marketing Reality report in partnership with IBM.

    The traditional funnel no longer works. It assumes audiences are linear and predictable in their behaviour. At the same time, it doesn’t take into account the fact that people will act the way they want to act, rather than sticking to a sequence designed by marketers.
    Despite this being the perceived wisdom among practitioners, organisations still spend billions creating awareness to acquire new customers. What they should be doing is spending this on keeping existing customers happy by providing a superior customer experience.
    This webinar will seek to explore why organisations are failing to take into account this new marketing reality. In doing so, it will underline the challenges marketers face when trying to get a joined-up view of the customer and the opportunities that can be had from unlocking the value of customer data.

    As part of this, the webinar will address some of the following points:

    · What role does first-party data play in marketer’s strategies, and what facts are preventing organisations from making better use of their customer data?
    · How effectively are organisations joining the dots when it comes to linking their understanding of consumer journeys from online to offline? What sources of data are they using?
    · How do organisations rate the importance of understanding the customer journey and for more progressive marketers, what have been the business benefits of this understanding?
    · What’s driving this overall strategy – are organisations using this intelligence of the customer to drive business-focussed outcomes or measure the performance of individual campaigns?
    · What new technologies are practitioners using to make sense of audiences, from marketing automation to AI and intelligent algorithms?
  • Influencer Marketing: The Creator's Perspective Recorded: Dec 7 2016 43 mins
    Francis Trapp (Founder & CEO, Brandnew IO) and Jonathan Bacon (Marketing Week)
    Run better Influencer Marketing campaigns when you find out what influencers really think!

    Influencer marketing is based on people and building relationships. We surveyed our network of 25,000+ influencers to get their views on working with brands. Find out how you can build and nurture your relationships with Influencers to get the best results from your campaigns.

    Key Learnings:

    ●How creators view sponsored content
    ●How creators are currently working and hope to work with brands in the future
    ●Gaps in expectations between marketers and influencers
    ●Challenges in influencer marketing and how we can address them to build better campaigns

    Register now for the chance to learn how to build better Influencer relationships to get the most out of your campaigns.
  • Getting to the heart of what makes communities tick Recorded: Nov 30 2016 53 mins
    Mark Hallums (Toluna), Cara Edwards (Toluna), Rachel Gee (Marketing Week)
    Join Marketing Week and Toluna for a webinar dedicated to exploring and maximizing the value of branded communities, along with the latest, most innovative applications for community approaches.
    We’ll dive into the customer experience and learn about what keeps community members engaged, and will hear case studies from leading brands within the education, media, and entertainment sectors.

    Topics we'll cover:
    - Branded Communities Through the Eyes of Community Members
    - Digital Tracking Adds Depth to Communities (Learn More about the What Behind the Why)
    - How Top Brands are Using Communities and Achieving Success
  • Amplifying The Social Experience At Every Touchpoint Recorded: Nov 24 2016 57 mins
    Mindi Chahal (Marketing Week), David Chalmers (Senior Director of Marketing at Cvent)
    In a recent survey, 75% of respondents had no social strategy in place or a fuzzy one at best.* Don’t be like most people; tune into this live Marketing Week webinar, in association with Cvent. An effective social media strategy should take attendees on a seamless journey, from pre-event through to post-event. This interactive discussion will approach each part of the event cycle – before, during and after. Tune in to discover how to effectively integrate social at every touchpoint, amplify the live event content on all platforms, and engage all of your attendees.
    * Aberdeen Benchmark Report, Inc
  • The 2016 State of Marketing Attribution in the UK, France, and Germany Recorded: Nov 22 2016 53 mins
    Gavin Flood (Marketing Director, AdRoll EMEA) and Jim Clark (Research Director, Econsultancy)
    Attribution is often described as trying to find a single source of truth for the relative impact of every channel on the customer path to conversion.

    However, the proliferation of the marketing stack, advertising channels, and user devices has made that search ever more challenging, as have the various schools of thought around the best attribution strategies.

    Thus, AdRoll has partnered with Econsultancy to evaluate the state of marketing attribution in the UK, France and Germany. Join Gavin Flood, AdRoll EMEA marketing director, and Jim Clark, Econsultancy research director on November 22nd for a live webinar to make sense of attribution in 2016.

    In this webinar you will learn how to tackle numerous attribution challenges:

    - Learn why most organisations don’t carry out attribution across the majority of their campaigns and how to remedy this.
    - Benchmark your organisation against your peers and find out which methods and technologies they are using.
    - Discover the skills and training needed for successful attribution.
    - Ask any and all your questions live.
  • Funnel Vision: How to Improve your Digital Marketing Efforts Recorded: Oct 27 2016 57 mins
    Sarah Vizard (MW), Alan Fitzgerald (Head Market Specialist, AdRoll) & Éadaoin Murphy (Senior Manager, HubSpot EMEA)
    Digital advertising has proven to be an effective tool for many marketers as display ads enable you to reach new audiences and retargeting can allow you to reconnect with existing prospects and customers. But how can digital marketing be most effectively leveraged within an inbound marketing strategy?

    In this Marketing Week webinar, in association with HubSpot and AdRoll, learn how to:

    Define the inbound marketing and sales funnel

    Create effective ads to support your retargeting efforts

    Identify where in the inbound methodology various forms of ads are most effective
  • The Data Dilemma Recorded: Oct 12 2016 43 mins
    Charlotte Rogers (Marketing Week) and Steve McNicholas (Managing Director of Marketing Solutions at Callcredit)
    Data and analytics are the lifeblood of effective marketing and consumer engagement. However, we found many of the marketers we recently surveyed are facing a data dilemma. On the one hand, they know data analytics is integral to achieving their marketing objectives. On the other hand, many are struggling with the resource-intensive nature that navigating data demands. This data dilemma is two sides of the same coin, where marketers can feel overpowered, rather than empowered, by data.
    In this Marketing Week webinar, in association with Callcredit, we will explore some of the reasons behind The Data Dilemma and ways in which marketers can gain control over their data, to translate it into insight that drives growth.
  • Staying Ahead of Digital Disruption Recorded: Sep 29 2016 55 mins
    Leonie Roderick (Marketing Week), David Aponovich (Senior Director, Digital Experience - Acquia)
    Digital business isn’t just a fad. Digital business is now
    just business. And it has created a whole new level of expectations among your customers, prospects and new competition in your industry. Your organisation’s success will be determined based on your ability to deliver more personalised digital experiences that meet customer expectations in the moment, as well as your ability to move quickly to combat digital savvy competitors trying to push you aside.

    In this Marketing Week webinar, in association with Acquia, we will help you stay ahead and not fall behind in a world of digital disruption that’s changing faster than many can keep up with. We’ll talk about:

    - How to stay ahead of digital disruption, and customers’ changing demands, by blending the right combination of digital experience technology and organisational strategy
    - How personalisation, new modes of interaction like voice-based interaction (Amazon Echo), digital screens and signage, and other digital channels are expanding the definition of digital experience success
    - Describe common internal organisational barriers that cause you to fall behind and prevent you from moving quickly to stay ahead of the market and your stakeholders
    - Address how a flexible digital experience platform can help Business and IT to work together and provide a strong foundation for whatever comes next in a fast-changing, digital-first world
  • No theory or waffle – just 10 great personalisation campaigns Recorded: Sep 27 2016 44 mins
    Mindi Chahal (Marketing Week), Andrew Furlong (CRO Director at RedEye)
    Personalisation is the key to boosting sales, customer loyalty and conversion, yet only a handful of brands are doing it. How’s this for startling? 72% of companies say they know they need to implement personalisation but aren’t sure how to do it.

    Well that’s where we come in. Andrew Furlong, RedEye’s CRO Director, will not only explain the importance of personalisation, but give real, tangible actions you can take to start ramping up your personalisation efforts. We’ll be focussing on real-life campaign examples you can take away and implement quickly to rapidly see increased conversion, loyalty and ROI.
  • Amplify your Christmas marketing: How to capture the attention of early shoppers Recorded: Sep 7 2016 40 mins
    Sara Hajjar (AdRoll), Lucy Tesseras (Marketing Week)
    Savvy marketers are already planning their Christmas campaigns, tailoring their approach to win new business, maximise ROI and stay front-of-mind with customers and prospects.

    Join AdRoll and Marketing Week to find out what tactics and strategies can be used to prepare your business for digital-marketing domination this Christmas.

    Highlights include:

    oPlanning and delivering successful seasonal campaigns
    oSegmentation strategies and re-engagement tactics
    oMaximising historical data to drive sales this Christmas
    oUsing dynamic creative to drive higher conversion rates
    oExpanding reach across web, social and mobile

  • Applying the Mini-MBA in Marketing Recorded: Jul 28 2016 59 mins
    Mark Ritson & Russell Parsons
    In this entertaining and useful 40 minute webinar, Professor Mark Ritson will discuss the structure of the Marketing Week Mini-MBA in Marketing and the logic behind the approach. He will then look at some recent case studies in marketing where the topics he will teach on the Mini-MBA are directly applicable. It’s a great chance to learn a bit more about the September course but also to get Ritson’s take on some of the big marketing moments of the past few months.
    The topics covered during the session will include:
    -Brand Equity
    -Market Orientation
    -Marketing Communications
  • How to identify your most profitable customers Recorded: Jul 6 2016 59 mins
    Thomas Hobbs (Marketing Week), Jessica Stephens (CMO at SmartFocus)
    Imagine a world where all of your new customers guaranteed return on your marketing spend...

    Join this SmartFocus webinar, in association with Marketing Week, for insight into how you can target new, profitable customers and increase your company’s bottom line.

    Personalise in real-time to truly engage your customers, eliminate the need for extra resourcing, and contextualise at the top of the funnel to drive impressive growth for your business.

    Plus, discover:

    - Tactics around cross-channel content
    - Insight into real-time personalisation and contextualisation
    - Efficient strategies for finding new and profitable customers
    - How artificial intelligence is impacting the customer
  • Applying the Mini-MBA in Marketing Recorded: Jun 30 2016 64 mins
    Mark Ritson
    In this entertaining and useful 40 minute webinar, Professor Mark Ritson will discuss the structure of the Marketing Week Mini-MBA in Marketing and the logic behind the approach. He will then look at some recent case studies in marketing where the topics he will teach on the Mini-MBA are directly applicable. It’s a great chance to learn a bit more about the September course but also to get Ritson’s take on some of the big marketing moments of the past few months.
    The topics covered during the session will include:
    -Brand Equity
    -Market Orientation
    -Marketing Communications
  • The Future of Social Analytics Recorded: Jun 9 2016 40 mins
    Leonie Roderick (Marketing Week), Luke Moore (Head of EMEA and APAC Sales for Crimson Hexagon)
    At Crimson Hexagon, we help the leading brands and agencies globally keep up with the fast changing world of social media. As we grow and develop our social intelligence, we aim to ensure they can tackle three big challenges the future of social will bring: image analytics, trend spotting and advanced emotion detection.

    In this Marketing Week webinar, in association with Crimson Hexagon, we will aim to take on these three challenges, providing examples of how organisations can future proof their businesses to deal with:

    Image recognition and analytics
    With more than 1.8 billion images posted to social media channels like Twitter, Facebook, Instagram, Tumblr and Whatsapp every day, how can brands better analyse campaign performance, identify influencers and understand consumer audiences?

    Trend spotting
    People have been sharing opinions and interests on social networks for more than 10 years. What can brands learn by analysing 750 billion social posts about how your target audiences are evolving and what they are talking about?

    Advanced emotion detection
    As organisations become more sophisticated in their application of social intelligence across different departments and business units, how can organisations move beyond positive and negative sentiment to distil true meaning from social conversation?
  • Customer experience masterplan – Getting in the mind of the consumer Recorded: Apr 20 2016 65 mins
    Jonathan Bacon (Marketing Week), Skip Fidura (Client Services Director - dotMailer)
    Marketing is evolving from a “push” mentality – “Let’s push out everything we have to our customers and see what sticks” – to a customer-centric “pull” approach using personalised, valuable and relevant content that aligns with your customer’s experiences with your company.

    This Marketing Week webinar in association with dotMailer will help you understand how a holistic approach to customer experience can improve consumer’s perceptions of your brand and help boost sales.
  • How survey research can power your communications and create compelling stories Recorded: Mar 30 2016 58 mins
    Sarah Vizard (Marketing Week), Debbie Snewing (Toluna), Daniel Stauber (Golin), Kirsty Higgins (1KH Ltd)
    Creating compelling press releases and content is more and more important to today’s communications professionals. Survey research has always been a powerful tool to validate client pitches, and creative, and now many communications professionals are using survey research to help inform communications strategies and content development. To create content that resonates, you need to know what consumers are interested in and present it in a way that is relevant to them.

    In this Marketing Week webinar, in association with Toluna, you will learn:

    • How to craft surveys that create compelling stories that journalists want to cover
    • Using survey research to ensure that you’re touching on current trends, and consumer hot topics
    • How to use survey research as an anchor for your communications calendar

    Sarah Vizard, Marketing Week
    Debbie Snewing, Director - Media & Communications Sector, Toluna
    Daniel Stauber- Director, Research & Analytics, Golin
    Kirsty Higgins, Founder, 1KH Ltd.
  • Eight tips to build a killer content strategy Recorded: Mar 17 2016 57 mins
    Mindi Chahal (Marketing Week), Richard Whitehead (Workfront)
    We all know that content is king, but what is your strategy to building that killer content? A recent survey by the Content Marketing Institute shows that 63% of UK companies either don’t have a content strategy or it is undocumented.

    In this Marketing Week webinar, Richard Whitehead, Senior Director Solutions Marketing at Workfront, will share with you 8 tips and tricks that will help you build and document a killer content strategy. This will include strategies on team organisation, process and technology. Don’t go another year without a documented content strategy!
  • Metrics that matter: marketing metrics your CFO will actually care about Recorded: Mar 14 2016 41 mins
    Lucy Tesseras (Marketing Week), Adam Berke (AdRoll)
    In the digital world, marketing should be viewed as a revenue generator, not a cost centre. However, to make that vision a reality, you need to know what to measure and how to measure it.

    In this Marketing Week webinar in association with AdRoll, Adam Berke, CMO and President of AdRoll,and Lucy Tesseras, Features Editor at Marketing Week, provide a toolkit for the modern data-driven marketing organisation. With it, you'll learn how to demystify ROI conversations and expertly navigate the intricacies of marketing budgets.

    After the webinar you will receive:
    • Digital advertising attribution calculator
    • Marketing ROI budget calculator
    • Marketing sales estimator
    • Presentation deck
  • How to make the most of Instagram Recorded: Feb 29 2016 51 mins
    Mindi Chahal (Marketing Week), Alan Fitzgerald (AdRoll), Erica Moss (Bitly NYC)
    This year is going to be THE year of Instagram marketing. In the last quarter of 2015, Instagram rolled out paid programs for select partners and ad-tech companies.

    In this Marketing Week webinar in association with AdRoll; Alan Fitzgerald, Head Market Specialist AdRoll, and Erica Moss, Community Manager Bitly, break down just how businesses can make the most of Instagram from organic, paid, and partner campaigns.

    • Why Instagram might just be the best channel for social media marketing
    • Prime examples of how to build effective Instagram content
    • How to build great partner marketing campaigns
    • How paid ads on Instagram work & what companies can do to make them the most effective
Regular live webinars for marketing professionals
Premium channel delivering high quality content, featuring brand led case studies on the use of single or multi-channel marketing.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Customer Experience Management
  • Live at: Jun 13 2013 2:00 pm
  • Presented by: Michael Barnett, Strategies Editor, Marketing Week
  • From:
Your email has been sent.
or close