By Anna Cotton

Customer experience is becoming a key focus in marketing right now. A report just published by the Economist Intelligence Unit and Marketo found that three quarters of marketers surveyed predicted that in three to five years time the marketing function will be almost entirely responsible for overseeing customer experience.

You know things really are changing when the long-time bad boy of customer service, Ryanair, starts prioritising customer experience. In November last year, I saw Kenny Jacobs, Ryanair’s marketing director, speak at an industry conference about how the airline had embarked on a rebrand refocusing on customer experience and a friendlier image.

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Source: The Drum