What great customer experience looks like in financial services
Marketing Week ReportersThe sixth CX50 list of the UK’s top 50 customer experience professionals reveals the key trends in a complex and highly regulated sector.
Five years of the CX50: List archive from 2019 to 2022
Michael BarnettIn Marketing Week’s fifth annual CX50 list, we recognise this year’s top CX professionals and look back on all those honoured since 2018.
Why serving customers well starts with mindset and culture
Morag Cuddeford-JonesCustomer-centricity is about much more than customer analysis. At the DX Summit, senior marketers across energy, sport, media and automotive pointed to the values that keep customers – and employees – engaged.
Boots on why marketing belongs to the whole business
Molly InnesFor a repositioning to succeed, it’s crucial to take the project “out of the marketing bubble” and engage the wider business, says Boots CMO Pete Markey.
Octopus Energy: Customer experience is not just a job for marketing
Niamh CarrollCommunicating goals to everyone across the business is vital to ensuring a great customer experience across all touchpoints, say senior marketers from Octopus Energy and the FT.
How to orchestrate journeys that are music to customers’ ears
Morag Cuddeford-JonesJourneys that adapt to customer needs in real time are key for CX50 members, the UK’s top CX professionals named by Marketing Week, Zone and Cognizant Digital Experience.
Why brands that put customer experience first are now reaping the benefits
Morag Cuddeford-JonesOrganisations with greater CX maturity are seeing their ability to demonstrate returns put them in a stronger position to invest, at a time when digital experiences are making the difference in winning customers’ business.
Why serving customers well starts with mindset and culture
Morag Cuddeford-JonesCustomer-centricity is about much more than customer analysis. At the DX Summit, senior marketers across energy, sport, media and automotive pointed to the values that keep customers – and employees – engaged.
Marketing Week Meets the CX50: Kim Faura, chief product officer, Checkatrade
Marketing Week ReportersCheckatrade’s chief product officer Kim Faura explains how the brand serves both consumers and trade customers, and discusses his previous experience at Giffgaff.
Marketing Week Meets the CX50: Anna Greene, VP of brand, Gousto
Marketing Week ReportersGousto’s VP of brand, who has appeared in each of the past three CX50 lists, discusses the evolution of customer experience, and how Gousto has focused on serving customers’ needs in its core UK market to differentiate from competitors.
Marketing Week Meets the CX50: Sophie Wheater, CMO, Giffgaff
Marketing Week ReportersCustomer expectations have grown since the launch of the CX50 list, now in its fifth year. Giffgaff’s Sophie Wheater discusses the most important shifts.
Marketing Week Meets the CX50: Darren Bentley, chief customer officer, Cazoo
Marketing Week ReportersAs one of the CX50’s 10 Disruptors, Cazoo’s CCO explains why the online car retailer puts customer satisfaction above all else, and why customer-focused brands can’t get distracted by generating short-term sales.
Marketing Week Meets the CX50: Ursula Dolton, CTO, British Heart Foundation
Marketing Week ReportersOne of the 10 Technologists named in the 2021 CX50 list, BHF’s chief technology officer Ursula Dolton explains how technology enables brands to deliver empathetic customer experiences, including by elevating the employee experience.
Marketing Week Meets the CX50: Chris Pitt, CEO, First Direct
Marketing Week ReportersAs one of the 10 Organisational Leaders in the CX50 list, First Direct CEO Chris Pitt discusses the role of the C-suite in delivering CX and customer-centric culture, as well as the functions that senior executives look to for strategic CX leadership.