Richard Lees is chief strategy officer of Merkle and dentsu’s customer experience management (CXM) service line in EMEA.
Richard heads a highly-skilled integrated team of strategic leaders that brings together a number of Merkle’s key capabilities to drive value-based outcomes for clients, drawing across Merkle’s CXM expertise. His team covers customer experience strategy and planning (spanning media and CRM), business transformation, omnichannel architecture and outcome measurement. Under Richard’s leadership, these connected services have created a compelling offering that is trusted by clients to deliver innovative CX transformations that set them up for success and meet ever-changing end-customer expectations with confidence.
Richard, previously EVP solutions EMEA, has been instrumental in helping Merkle clients develop integrated solutions to meet a wide range of customer experience needs, across the full spectrum of Merkle’s capabilities and expertise. He first came to Merkle in 2015 as part of the acquisition of DBG, where he was co-founder and CEO. He is adept at helping brands identify the true drivers of business value and leveraging connected data, transformative insights and integrated technology to deliver targeted, personalised and multi-channel experiences.
Richard's Articles, Blog Posts, Webinars and More
Driving value from your martech: make it work, make it better, make it bigger
Many businesses have invested in martech in the past few years, and the proportion of budgets devoted to technology is increasing. The rate of marketing tech adoption is expanding exponentially – but businesses are still getting undesirable outcomes in not achieving what they set out to accomplish.
Topics:
Organizational Transformation
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Experience Management
| Data & Technology Enablement
| Marketing Technology Strategy
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Marketing Cloud Platforms
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Customer Experience
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DMP Tech
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Marketing Technology
| Marketing Systems Integration
| Marketing Technology Strategy
2020 Marketing Imperatives Webinar Series - Imperative One: Deliver the Total Customer Experience
The very definition of marketing is in the midst of a meaningful change, because of rapid shifts in consumer behaviour. Forces like the direct-to-consumer business model are taking the need for personalisation to a new level.
Hyper-personalization and the Connected Customer Experience
Embrace the power of consumers. Welcome the revolution. It’s 2020, and the next level of disruption means willfully thinking about the consumer with every decision we make across the enterprise. The future is here now, and it’s called people-based marketing.
The Final Frontier: The quest to achieve total customer-centricity
What makes a good company great? Very few businesses actually manage to make the leap to greatness. It requires not just gaining competitive advantage but maintaining it. This is difficult to do and, to succeed, businesses have to balance and coordinate across so many conflicting dimensions.
Is NPS truly ‘the growth marketer’s secret weapon’ or more ‘snake oil and fake science’?
Richard Lees comments on the use of Net Promoter Score and whether Merkle recommend it
Topics:
Customer Research & Audience Strategy
| Customer Relationship Management (CRM) & Direct Marketing
Customer Experience: From Personalisation to Personal
There’s a significant shift that is gathering pace in 2019 – the evolution of the total customer experience. This not only encompasses consumers’ digital and non-digital touchpoints, but their engagement with buying, service, product and brand experiences – the positive and negative ones. As it should.
Understanding Customer Lifetime Value
Understanding Customer Lifetime Value explores the emphasis companies are placing on Customer Lifetime Value (CLV), how companies are measuring CLV and the results they are seeing.
The new era of personalisation?
Richard Lees of Merkle EMEA shares how brands can move towards being personal, not just personalised in his recent article in WARC. Learn best approaches for your sector, & key steps to People-based Marketing.
What is people-based marketing
Information tied to identity is the basis of people-based marketing - with this technique, marketers are offered better targeting solutions but also more opportunities to enhance trust with both the client and the consumer.
