Airbnb claims AI search drives higher conversion than Google
Grace GollaschAirbnb CEO Brian Chesky says AI chatbots are emerging as effective top-of-funnel channels, as the company doubles down on building its own “AI-native” experience.
Lloyds expects to generate £100m in value from AI this year
Amrit VirdiFollowing its ‘Project Turing’ in marketing, Lloyds is looking to scale AI across the business.
Marketoonist on customer personas
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
The Behaviour Change Department: Hot states will always trump cold logic
Dan BennettIn the third entry of his series on how behavioural science can reframe the role of marketing, Ogilvy UK’s Dan Bennett explains that the timing of a message matters just as much as its content.
‘Choice, value, service’: Ocado’s customer chief on driving growth by ‘unlocking consideration’
Amrit VirdiFive months into his role, Dan Elton shares his plan to drive consideration and create “profitable customer growth”, all while negotiating a tighter marketing budget.
Marketoonist on smart products
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
Marketoonist on online shopping
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
Starbucks claims marketing ‘overhaul’ fuelling turnaround
Charlotte RogersDespite announcing store closure and job losses last month, the coffee chain claims brand affinity, value perceptions and market share are on the up.
Consumer insight and AI can revolutionise customer experience
Helen EdwardsAI’s prevailing use is to remove friction from the customer experience, but marketers know not all friction is bad despite what consumers might say.
Marketoonist on bots and customer experience
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
Marketoonist on customer personas
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
Marketoonist on customer service
Tom FishburneTom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on X @tomfishburne See more of the Marketoonist here
Why It Works: A trip to Flat Iron reveals how it sells so much steak
Richard ShottonFrom cute cleavers to free popcorn, there are plenty of behavioural science techniques on display if you enjoy a meal out at Flat Iron.
The UK’s top 50 customer experience leaders of 2025: The complete list
Marketing Week ReportersRounding off the CX50 2025, here we present our list of the UK’s top 50 customer experience professionals in full, bringing together all five sector top 10s named over the course of this year’s project.
‘Don’t ever disappoint’: How to deliver great B2B customer experience
Marketing Week ReportersWe reveal this year’s CX50 members from the life sciences sector, and look at how top customer experience professionals create loyalty in a demanding and highly technical market.