As consumers shift to online channels during lockdown, it has exposed gaps in brands’ customer experience. According to an exclusive survey of UK brand marketers conducted by Marketing Week and Econsultancy, over half of marketers (53%) say the Covid-19 pandemic has caused ‘radical’ or ‘significant’ changes to the customer journey.
Join Oystercatchers’ chair Suki Thompson in conversation with Mark Evans, managing director for marketing and digital at Direct Line Group and Justin Pahl, UK CEO at VMLY&R as they discuss:
- Has the Covid crisis been a blessing in disguise, accelerating changes and improvements in customer journeys?
- Has it exposed weaknesses that need to be fixed or rather has it driven novel innovations?
- Has it driven more holistic approaches to the customer experience across businesses and is marketing taking the lead?
- Will these improvements lose relevance once people are less restricted by channel?
- Will this change the skills brands need from agencies, and how will it affect the working relationship?
- Will this impact the way agencies are remunerated?
- Will this mean agencies and other suppliers engage are brought closer to help with and understand your customer journey?