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You can’t process your way to marketing efficiency. The teams that achieve real effectiveness do it through culture, not just systems. When people feel empowered to make decisions, collaborate freely, and stay aligned to customer goals, everything else follows. Our latest blog explores what “aligned autonomy” really looks like inside modern marketing teams and why getting this balance right is the key to lasting impact. Read: People Power – The Human Side of Marketing Effectiveness 👉

Most transformation efforts focus on processes and platforms. But without the right culture, none of it sticks. The companies winning today are building cultures of autonomy and alignment, where teams self-govern, share knowledge, and stay connected to customer outcomes. In this blog we explore how to create that culture - and why it’s the most sustainable way to grow marketing effectiveness long term. Read: People Power – The Human Side of Marketing Effectiveness 👉

Episode 1 of our new podcast, The CX Equation, is live! This one's the pilot. Chantelle and Mark dig into the messy world of personalisation - what it is, why it’s still so hard to get right, and what actually works in the real world. We talk personalisation tokens, simple frameworks and zombie apocalypse dramas in this one. It’s smart, grounded, and full of practical takeaways for anyone trying to make customer experiences better. You can listen in on Apple Podcasts, Spotify, YouTube or wherever you usually pick up your favourite podcasts. Enjoy! Apple Podcasts https://hubs.ly/Q03Qn1C30 Spotify https://hubs.ly/Q03Qn1d-0 YouTube https://hubs.ly/Q03Qn1bV0

🤔 Why is personalisation still so hard when every brand says they’re doing it? 🧠 How can you personalise at scale without overwhelming customers (or your team)? 📈 What’s the framework for getting relevance, timing, and content right in complex organisations? Chantelle and Mark get into all this and more in the first episode of The CX Equation. Follow us on: Apple: https://hubs.ly/Q03QJrrJ0 Spotify: https://hubs.ly/Q03QJqcH0 YouTube: https://hubs.ly/Q03QJrnZ0

When we partner with marketing teams, it’s all about adding value. Sharing what we know, building capability, and working through complex CX challenges together. Over the last couple of years, our breakfast clubs have become a space for clients and friends of the business to connect and learn from each other too. But not everyone can make it to a 9am start in the city - and our clients span the globe these days. So now there’s another way to tune in and hear from us, and from your peers. The CX Equation is our new podcast: honest conversations with CX leaders about what’s working, what’s not, and what it really takes to drive impact. Tune in and subscribe to hear from guests like: Matt Broekhuizen, Head of Customer Engagement at VCCP Rob Grierson, Head of Group CRM at Specsavers Nicole Storey, Co-founder and Head of Experimentation at Hookflash Follow here: Apple Podcasts https://hubs.ly/Q03QTJTn0 Spotify https://hubs.ly/Q03QTGhD0 YouTube https://hubs.ly/Q03QTL9q0

Customer-obsessed companies see higher margins, faster revenue growth and higher retention than non-customer-obsessed organisations. So, why do businesses focus on financial results instead of customer outcomes?