There is no doubt about it. In this day and age, the customer is king! And that means how customers perceive AND interact with a brand is top priority. In the articles below, ESCP experts are sharing their take on the latest trends and innovations changing how a business defines its customer experience.
Virtual characters are one of the biggest digital opportunities for brands, argues ESCP alumnus Laurent François, managing partner at the creative agency 180.
An expert in customer experience explains the pros & cons of cross-functional talent versus specialisation in marketing.
Customer experience leaders can benefit from literature more than you might think, to anticipate customer impressions and create new experiences.
Professor Isabella Maggioni talks about what a responsible, sustainable customer experience looks like – and the keys to successfully creating one.
The state of e-commerce with Nathalie Balla, CEO of the leading French retailer La Redoute
Correctly leveraged, big data can offer huge benefits to any business, but where to start? We spoke to ESCP Professor Louis-David Benyayer and Glanceable co-founder Arthur Cohen about the potential – and pitfalls – of big data when applied to customer experience.
What should we, as humans in the 21st century, expect from brands and businesses? We explore the idea of a human-centric approach, with Professor of Marketing Charlotte Gaston-Breton.
According to Marion Sanglé-Ferrière and Ben Voyer, one person out of three does not dare to turn to the supplier in case of problems. They explain why, and what companies can do to actually help.
Martin Kupp and Joe Peppard shed light on the digital transformation road map of this global automotive component manufacturer, which has been largely driven by the digitalisation of the customer experience with Accenture.
Every business owner knows it: to succeed in an ever-changing world where competition is global, managing to create a meaningful, positive relationship with customers is key. Which many have done by building a quality customer experience and relationship management system. However, these last decades of technological innovation and global change have also shaken to the…
We are culturally programmed, in a certain way, to think that freedom of choice will bring us love, prosperity and satisfaction. But is this always the case? Sophie Guignard explains why too many choices makes it hard to choose.
ESCP Prof. Julien Schmitt provides guidelines for managers and policymakers to reduce this gap between consumers’ positive attitudes toward sustainability and environment protection, and actual consumption behaviours.
