Why “romanticising the loss of jobs to technology is like complaining antibiotics put grave diggers out of work”

“Romanticising the loss of jobs to technology is little better than complaining that antibiotics put too many grave diggers out of work. The transfer of labour from humans to our inventions is nothing less than the history of civilization. It is inseparable from centuries of rising living standards and improvements in human rights.

“What a luxury to sit in a climate-controlled room with access to the sum of human knowledge on a device in your pocket and lament how we don’t work with our hands...

By Jeremy Waite, 22 May 2018, 0 comments. Categories: Automation, Best Practice, Customer Experience, Data-driven marketing.

The mighty power of the micro-influencer: Going beyond the generic brand ambassadors

There’s little doubt that influencer marketing is now a bona fide part of the marketing mix. A recent study by Affilinet found that UK consumers aged between 18 - 30 were five times more likely to purchase something promoted or reviewed by an influencer or a brand ambassador. It is the ability to bring authenticity to sponsored posts which has seen brands generate success from their influencer marketing...

By Amir Jirbandey, 18 May 2018, 1 comment. Categories: Best Practice, Branding, Personalised Marketing.

Analysing ‘digital body language’ and getting real-time responses from your users

Can you tell whether your website users are engaged? Frustrated? Bored? Your customers’ emotions and mindsets are valuable information for personalising service. In brick-and-mortar stores, this information is readily available through body language.

The digitalisation of retail removes body language from the equation, and makes online service personalisation that bit harder. Ecommerce brands can’t rely on tell-tale hand gestures or eye flickers to gauge customer mindset. But ecommerce...

By Howard Williams, 17 May 2018, 0 comments. Categories: Best Practice, Customer Experience.

Why emotional intelligence needs to be better utilised in customer service interactions

Daniel Goleman, the psychologist who popularised the term ‘emotional intelligence’ (the ability to read, understand and respond to human emotions appropriately) argued that Emotional Intelligence (EI) was just as important as IQ when it comes to leadership and achieving success at work.

He suggested that decision makers should look beyond the typical skillsets required for customer service work, and instead find ways to measure the EI of...

By Adam Wilkinson, 16 May 2018, 1 comment. Categories: Best Practice, Customer Experience, Data-driven marketing.

A last-minute GDPR checklist: Data mapping, privacy notices, and more

GDPR goes into effect in just a few days, and while your company has probably been working for months (or more) to be compliant with this groundbreaking new regulation, here are five items that should be at the top of your last-minute GDPR checklist. 

Map your data

Article 30 of the GDPR requires data controllers and processors to have a record of processing containing certain high-level attributes (e.g., purpose of processing, a description of categories of data subjects and categories of personal data,...

By Brian Philbrook, 15 May 2018, 0 comments. Categories: Best Practice, Data-driven marketing.

Why omnichannel is the answer to the retail apocalypse

2018 has seen UK retail undergo a catastrophic shakeup, as High Street shops close at an increasing rate, big brands like Toys ‘R’ Us and Maplin go under and others like Prezzo and Carpetright struggle to stay afloat.

It is now a cliche to say that digital has had a big role to play in this potential retail armageddon. Several major market changes, such as the proliferation of mobile devices and Amazon’s meteoric rise...

By Sam O'Meara, 01 May 2018, 0 comments. Categories: Best Practice, Branding, Customer Experience, Personalised Marketing.

Why integration is the future for design agencies

Integrated versus specialist is a topic that has been hotly debated in recent years on both sides of the client-agency divide.

For agencies it’s about balancing the need for efficiency of internal processes, with demonstrating true value that you bring to clients, whilst remaining competitive within the continuously fragmented agency landscape.

It’s argued that there is a need for a new model for the ‘agency of the future’ that actually features interdisciplinary teams or even...

By Chris Harris, 27 April 2018, 0 comments. Categories: Best Practice, Branding, Campaigns.

From ads.txt to RTB 3.0: Getting to grips with the latest evolution in the ad fraud battle

Like any other fast developing industry, digital advertising has experienced growing pains. As power and influence have increased — its 12% share of all ad budgets in 2009 rising to become 40% of today’s $578 billion spending pot — so has the interest of fraudsters. Recent studies show that global ad fraud losses could cost as much as $16.4 billion...

By Ally Stuart, 23 April 2018, 0 comments. Categories: Advertising, Advertising Technology, Best Practice.

Is ‘measurement culture’ killing creativity?

Data has redefined the marketing game in the last decade. Before, marketers would pump content out to their chosen medium and judge its success based on any increase in sales. Now, they sit on top of a pile of data that can tell them exactly how their campaigns are performing.

But is this ocean of data putting the focus of modern marketing too heavily on analysis, measurement and insight at the cost of creativity?

This seems to be a common view, according to a survey of 250 marketing decision-makers, with 72%...

By Colm Hebblethwaite, 17 April 2018, 0 comments. Categories: Best Practice, Branding, Content Marketing.

Bravery: challenging the client

The best client-agency relationships involve a creative partnership – listening and inputting on both sides. The client knows their business and their sector best and may also have a strong in-house marketing and communications team. Meanwhile, the agency knows (or should know) the best routes to market and have a strong sense of what’s going to resonate most in the media and other external forums.

To simplify what can be a complex equation, it’s when content knowledge meets communications...

By David Morgan, 12 April 2018, 0 comments. Categories: Best Practice, Customer Experience.