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Case studies

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The diagram below illustrates my approach. First I research: what are the hot topics (Google Trends)?  What keywords are target consumers using (Keyword Planner tool)?  Then I’ll set up robust mechanisms to evaluate the creative, focused communications plan that I’ll implement.


Technology is changing the customer journey

Technology, like VR and AR, is changing the customer journey.  Vast data resources are also changing it.  So marketers are freer to invent new kinds of customer experience.

Customers of all ages like technology because it is changing the customer journey.  It is helping to build a better customer experience. Virtual Reality (VR) and Augmented Reality (AR) present new channels for brands to show what they offer.  Vast data resources will enable CRM systems to work better.  They will apply augmented intelligence to any customer interaction.  That means they can map out a customer journey that works for the customer. So marketers are free to help customer-facing staff engage in a more  natural and “human” way.

Data is changing the customer journey

Customers are happy to give their data in return for something valuable.  But they also expect brands to use that data to understand them as individuals.  The new GDPR rules mean that brands must show why they are collecting data and how they plan to use it.

Freer to invent new experience

With data, VR and AR and now AI taking an important role in marketing and customer journeys, marketers are freer to innovate and imagine new kinds of customer experience.  They can spend their time and budget creating the kinds of experience that bring joy and pleasure to people’s lives.


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