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Brand experience has long been the bedrock of brand-building, and still plays a crucial role in winning consumer affinity. But it’s the rise of the CX era, and its tight focus on every consumer touchpoint, that will future-proof modern brands for the next decade. Smart brands will strike a balance between brand experience and customer experience. Here’s how to get started.

With direct-to-consumer (DTC) brands nipping at their heels, traditional CPG companies are scrambling to implement marketing initiatives so they can be more like challenger brands.

Coleman Raymond, manager of agency strategy at InterContinental Hotels Group, is part of a team that is responsible for facilitating relationships with all of the hotelier’s marketing agencies. That includes how the agency model is structured, who is on the roster, how they are paid, how their performance is evaluated, and managing the overall health of the IHG-agency relationship.

Being relevant only gets a brand into the consideration set and means competing on price with competitors. But brands with a cultural magnetism create their own gravity beyond the functional dynamics of their category, resulting in a far deeper customer advocacy. Here’s how brands like New Balance, Delta Airlines, Michelob ULTRA, and Wendy’s use brand magnetism to build lasting connections with their customers.

With brands looking to achieve higher degrees of personalization while running multiple personalized campaigns in multiple markets, they won’t be able to keep up with the volume unless they have the right approach to content production.

Brands can be a proponent of self-worth and confidence by partnering with influencers who encourage teen girls to lean into their power.

To build a stronger campaign, marketers should consider how to make valuable offline connections with customers by incorporating direct mail into their broader multichannel efforts. Weaving together digital and physical channels can help to successfully grab user attention and deliver a more robust and effective ROI.

With an impressions-based ad model, marketers will be able to more easily include local broadcast TV in cross-platform campaign planning — and more quickly assess performance.

Using old, brute-force ways to meet new demands has reached a breaking point. Traditional digital asset management systems simply weren’t built for brand TV and video campaign asset workflow, and new research is showing why they can’t go the distance.

Understanding local cultural nuances makes a huge difference in establishing long-term relationships with those consumers.

Digital technology has made a profound impact on marketing. Using retargeting ad technology, businesses can easily and effectively reach the right consumers at the right time with the right messaging.

To have transformative value in a brand-agency partnership, the client-agency evaluation process must have true buy-in from both sides. So say industry experts from WPP, Omnicom, Interpublic Group, and Havas Health, among others. It’s more than a critique; it’s a two-way conversation that can lead to major benefits for both sides. Here’s what experts had to say.

The OTT product is essentially defined by the content available, and new OTT services are using popular historical content and trending content creators to build their viewership. It’s creating opportunities — and obstacles — for brands. Marketers looking to get the most from their video advertising campaigns need to make sure they have the right set of metrics in place.

The enterprise experience takes a holistic view of the organization and the many different people — both internally and externally — whose own experiences shape the customer experience.

What can organizations do to prepare for an increasingly transparent future? The first step is to assess their current level of transparency to identify potential risks and opportunities. In that process it can be helpful to look at three aspects of transparency having to do with products and services, culture, and the supply chain.

Without the Google ID, marketers need to find new ways to build datasets to drive personalized marketing campaigns across multiple devices. Here are three obstacles and the priorities marketers must face in dealing with the massive shift the ID’s absence leaves behind.

Identity resolution is the universal translator that helps brands identify customers across media channels and electronic devices.

With hectic schedules and a multitude of distractions competing for their interest, customers have never been so short on time or attention. To make a B2B audience take notice, business marketers should deliver brand stories in honest, compelling ways, with a balance of rational and emotional appeals.

By leveraging artificial intelligence for direct mail, marketers can create highly relevant, engaging messaging that speaks to specific consumer interests and behavior, keeps their brands top-of-mind, increases overall engagement, and, ultimately, boosts the bottom line. Here’s how.

Even though different stakeholders approach the advertiser-agency relationship from their own angle, the one shared priority is to meet and exceed the brand’s goals. Here are four key ways brands can use an agency optimization program to align stakeholder thinking and get the most value out of their agency relationships.