Real Life Customer Service is the Benchmark for Digital (Or Just Don’t Piss People Off)

This week I enjoyed a few hours at a roundtable for marketing folks, organised by Marketing Week, the subject of the discussion was personalisation. As we went around the table, articulating our experience of personalisation,

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Will “mobile first” one day seem as ridiculous as “Internet Explorer” first?

Ridiculous isn’t it to say “IE first”, yet in the olden days of web development when browser compatibility was no such thing – web designers had to think like this, to create a web presence

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