WARC Toolkit 2018

Customer Experience

Download “The CX battleground"


Lying at the intersection of conventional marketing and tech, customer experience (CX) will be a key focus for many marketers in 2018. 

Brands who glean insights from mapping the consumer journey will need to deliver digital transformation with a consumer-centric strategy. The desire for these valuable connections and touchpoints has triggered a battle between traditional ad agencies and management consultancies, who both aim to positions themselves as a brand's marketing partner of choice.

Download this sample report to learn about CX best practices and potential pitfalls such as how to:

  • Use customer journey maps as products
  • Avoid leadership vacuums by appointing a "customer champion" who focuses on fixing customer issues and pain points
  • Avoid wasting precious investment on mixed messages, focussing instead on creating consistent product messaging



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Download the report summary