Future Proof

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In this episode of Future Proof Dr Nicki Morley from Kantar talks to Charlotte Langley, the Chief Customer Officer of Bloom & Wild, a leading Direct-to-Consumer (D2C) company that has been revolutionising the way we experience and share flowers and gifts, joins us.

Delve into the fascinating world of Bloom & Wild's success story, guided by their unwavering commitment to innovation.

Charlotte takes us behind the scenes, revealing her pivotal role in shaping Bloom & Wild's customer-centric approach. She shares insights into the company's innovative strategies, how they've adapted to changing customer behaviours, and their relentless pursuit of new opportunities and moments that matter to their customers.

Discover what Bloom & Wild has learned on their journey, the challenges they've encountered, and the secrets behind their remarkable success. If you're curious about the future of D2C and the role of innovation in staying ahead in the market, this episode is a must-listen.

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There are more and more times when we find ourselves talking to what might seem like a person, but it’s actually a bot, often powered by AI. But what does the research say about the best way to use them? What can businesses do differently to improve their reputation, and get deeper customer insights?

Professor Andrew Stephen, L’Oréal Professor of Marketing at Saïd Business School, takes us through some recent research his team has conducted around the impact of anthropomorphised (human-like) chatbots in customer service. Their assessment of thousands of real interactions, as well as some experimentation, has revealed that the more human a chatbot seems (even if the correspondent knows it is not human), the more we expect it to be effective. As he reveals, there are serious implications for brands in terms of how they deal with angry customers – not just in terms of resolving issues, but also related to longer-term brand preference and purchase intent.

Julie Kollman, Chief Research Officer at Kantar, talks about some of the work we’ve been doing with chatbots in actually gathering insights. Replacing existing survey tools in the right occasions, chatbots have proven to be highly effective at getting us to deeper, richer insights – and probably more truthful responses. She explains some of the use cases, the cultural differences when it comes to willingness to engage with a research bot, and the way the technology is constantly advancing to provide ever better insights.

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Today’s successful businesses need teams that are constantly coming up with ideas, good and bad, because great ideas fuel growth. In this episode of Future Proof, Jane Ostler EVP, Global Thought Leadership at Kantar, talks to Albert Read, Managing Director at Condé Nast Britain, and author of newly-published book The Imagination Muscle, about how we need to manage our lives and our environments in order to stay fresh and keep coming up with ideas.

Read argues that companies should expect employees to have ideas - even encourage the bad ones - and ditch the need for managers to be always right. He also thinks that the power of the imagination will be even more important in the age of AI. While pessimists argue that AI creates a world where adequate is good enough, he says the optimists will succeed by taking advantage of the opportunity of AI and use it to ask the right questions.

Listen to the full episode here and for the chance to win one of five copies of The Imagination Muscle, please rate Future Proof podcast in your audio app. The first five people who upload a screenshot of their rating will receive a signed copy of the book.

Upload your screenshot here: https://kantar-insights.typeform.com/to/ILKW2TpE

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How do you use emotions effectively in advertising? In this episode, we dive into the power of humour in advertising with a special focus on the cinema industry. Jane Ostler, Global EVP Thought Leadership at Kantar, sits down with Angel Villanueva, CMO of Cinépolis, to discuss their Kantar Creative Effectiveness Awards-winning ad that used humour to invite people back to the cinema after the COVID-19 pandemic. They explore the insights and strategy behind this successful campaign and talk about the cinema experience, and how cinema is evolving.

Jane and Angel also delve into the cinema theaters as a channel and how it's evolving with programmatic advertising and discuss about the latest innovations in cinema theaters to make the cinema experience unique. Tune in now.

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