Digital Transformation Ecommerce Adtech

Want to master customer experience? Jump into The Drum’s week-long CX deep dive


By Kenneth Hein | Editor

March 14, 2022 | 4 min read

For The Drum’s March Deep Dive, we take a practical look at what you need to do to achieve CX success during what is one of most intense moments of radical change in the history of marketing.

snazzy cx

Here’s how to press the right CX buttons / Adobe Stock

Consumers are more fickle than ever. It’s a fact. With customer behaviors changing by the day, or even the minute it seems, it is paramount that brands understand how to meet and exceed their expectations. Any marketer worth their salt knows that they need to do this by creating an excellent customer experience, but it just isn’t that easy any more.

The customer is connecting with the brand across social commerce, social media and social events. They are in the mega malls and the metaverse. They are unpredictable and unforgiving when it comes to being wronged by an experience. Today, they will take their dollars elsewhere if they feel unhappy. It’s a real challenge.

That’s why The Drum’s global staff, as well as a host of top contributors, have spent the past month assembling some of the very latest thinking, observations and essential guidance for delivering great CX during this tricky moment.

What you’re going to get in the week ahead

  • The landscape within the metaverse is, by most accounts, lousy. Learn how brands can create a better CX experience while virtual realms are being built before our eyes.

  • Consumers are getting pretty shy about sharing their information, yet they want their digital experience to be super personalized. This creates a bit of a pickle for brands. We offer essential advice on how to strike the right balance.

  • Every agency says it’s great at improving its client’s CX, but how do they actually differentiate their offerings? Execs from R/GA, Havas, VCCP and more explain.

  • We answer the question: Can social commerce rival the best shopping experiences? No spoilers here. You’ll have to read the piece.

  • We look at how to urgently create a better experience for employees amid the great resignation.

  • We offer tips on how to make the Amazon platform customer experience better for your brand.

  • Plus, we explain how to master CX on social media as the platforms change and change again.

For all of these insights, inspiration and more, check out The Drum’s CX hub.

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