Search and the Digital Customer Journey

In the second season of Marketing That Matters, sponsored by Google, Marketing Week editor-in-chief Russell Parsons speaks to the agents of remarkable brand transformations, delving into the highs and lows, the long-term lessons, and what comes next. In our first episode, TalkTalk’s commercial sales director Becki Smith relates how the brand moved quickly to digitise its customer journey amidst the coronavirus lockdown, and how it kept up with rapidly changing customer needs and a surge in demand for communications infrastructure, including:- How TalkTalk’s team worked in sprints to tackle problems and accelerate the design process- How the company translated a call-driven sales journey to digital touchpoints and addressed the challenge of communicating complex product offerings- What being ‘customer first’ looks like in the midst of a crisis, and where TalkTalk’s digital transformation is headed next

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