AO on leveraging trust as a ‘growth engine’
AO has recently become the first retailer in the world to surpass 1 million Trustpilot reviews, achieving an impressive 4.9/5 score. According to the brand’s customer director, this milestone is a key driver of differentiation, customer loyalty and business growth in an intensely...Life sciences leaders harnessing AI to strengthen trust and create better customer experiences
We introduce this year’s CX50 leaders from the life sciences industry and examine how top customer experience specialists are using AI to strengthen the trust, accuracy and enduring partnerships that are vital to this field. Source Continue reading →Signal orchestration uncovers which accounts are primed to purchase
When your sales team complains that marketing-sourced leads aren’t good enough, are they actually wrong? In many situations, the issue isn’t how many leads you have. It’s the quality of the signals. Marketing often routes contacts based on isolated activities instead of...
Why Iconic Brands Must First Earn the Right to Evolve
Ferrari’s recent launch of the Luce, its first fully electric four-door car, has triggered exactly the kind of debate you’d expect around a legendary marque. The same thing happened with the Jaguar rebrand, and with many others before it. As I watched the arguments play out, I kept thinking of...
‘Remove culture and you’re left with an empty brand’: how India is dominating the design scene
Mother Tongue’s Shruti Singhi explores the risks of neutral branding and highlights why authenticity matters. Continue reading →