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Customer Experience Trends Report
Client | falcon.io
The brief
To create a piece of content that would capture the attention of the C suite / executive level, and that would position Falcon.io firmly in the Customer Experience (CX) space. The content needed to support Falcon.io’s rebrand from a social management product to a unified CX platform. I needed to work to tight deadlines as the rebrand was due to happen in two months’ time.
The concept
With the knowledge that both customers and journalists appreciated data points, I commissioned an independent analyst to carry out research into the CX space. I worked with the analyst to develop the research questions, rationale for analysis, and source participants. Upon receiving the results, I created the arguments and words you see in the report.
The results
The report was created within the specified two month timeline, and effectively supported the PR and Communications Strategy for the re-launch. The report showcased how best-in-class marketers managed their CX strategy, and positioned Falcon.io as a tool to support them. Report headlines were featured in Business Wire, and titles such as Mobile Marketing Watch and Customer Think. A series of videos were also made to support the report’s release.
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Credits
I carried out this work while employed as Head of Content and Distribution for Falcon.io. On this project, I was responsible for scoping the research with an independent analyst; strategy; sourcing participants; writing the report; working with colleagues on cross-channel promotion of the ebook. All visual elements and videos created by internal designers and developers at Falcon.io.