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Customer Experience

Using data and behavioural insights as our starting point, we create, deliver and manage integrated, personalised experiences across all customer touchpoints and digital formats.

Stats

600 +
Customer experience people across EMEA
150 +
Creative / UX specialists
120 +
Developers and technical architects
400 +
AEM experts

The CX Challenge

The number of ways a customer can experience a brand is increasing – email, web content, display, social, creative, content and so on – and with that comes more chances of a disjointed brand experience. That’s where we come in. We specialise in creating experiences built on data, enabled by technology and driven by ideas – with the goal of delivering integrated, relevant experiences across all channels so customers experience your brand as they should.

Why CX matters to your company

Experience is fast becoming a differentiator for businesses and directly affects brand loyalty. How customers feel about your brand is a better determiner of success than traditional marketing or loyalty schemes – so creating a connected, frictionless and personalised cross-channel experience for each and every customer is paramount. In essence, by leveraging data, technology and good ideas, we get your customer where you want them sooner – whether that’s shopping or using your service – because they want to interact with you.

The Merkle solution

We use data-driven methodologies to improve on-site and mobile performance through increasing buying, service, product or brand experience efficiency. We use data maturity to best leverage and prioritise what will be most effective for our clients both short and long term, working closely with analysts to ensure continuous improvement. Our unique ability to leverage first party data means that we help our clients optimise, innovate and reduce the risk of project failure whilst providing collaborative agile ways of working.

CX in the broader picture

Integrating data and technology doesn’t stop at paid channels; we need to link them together with clients’ owned assets to ensure continuity across the marketing ecosystem. Without a central hub, channels can still become fragmented or siloed in approach and overarching customer experiences. Our CX team looks to bridge that gap, sitting alongside Merkle’s marketing capabilities and built upon Merkle’s strong data and analytics capability.

Why work with us?

 

  • Use of first party data to build all CX deliverables: personas (Customer, media and DataSource), 3-dimensional framework to experience maps, etc
  • Premium and/or global partners across all major CMS vendors
  • First mobile / speed SEO Google partner in EMEA

Ready to learn more?