EPISODE 4:
Sophie Wheater, giffgaff
Russell is the award-winning editor-in-chief of the UK's most prominent marketing title, Marketing Week, leading its multimedia development and team of journalists. A trusted authority on marketing issues, he regularly hosts and appears on panels at industry events. He is also a regular contributor to national television and radio shows on marketing issues. Prior to this he was Marketing Week's news editor.
In 2020 he also took on an expanded role with responsibility for the editorial programme of the Festival Marketing, the largest global event dedicated to brand marketers, where they can learn, celebrate and shape the future.
A podcast series created by Marketing Week, in partnership with Zone and Cognizant Digital Experience, exploring what sets the UK's top customer experience professionals apart
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Step 1: Get to know your TikTok community and their codes
Russell Parsons
Editor-in-chief, Marketing Week and the Festival of Marketing
HOST
GUESTS
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Marketing Week Meets the CX50
Esther is responsible for helping clients to become more people-focused and purpose-driven by embracing sustainable and responsible design in all its facets, from visual to product and service design. She joined Zone from Fjord, where she was group design director, and global inclusion and diversity lead.
For her work around inclusion, Esther has been honoured by D&AD and Cannes Lions. Esther has helped businesses and organisations to innovate and transform, digitally and culturally, for almost two decades. She solves problems that affect usability and sustainability, creating products, services and experiences that matter to our community, society and planet.
Esther Duran
Chief design officer
Zone
Since 2007, Sophie has been a stalwart of the mobile virtual network operator (MVNO) sector, first at Tesco Mobile and then, since 2018, at Giffgaff, which offers its members contract-free mobile tariffs, and gives substantial control over activities including customer service and co-created advertising to its online community. She was first named in the CX50 in 2020.
Giffgaff enjoys one of the most trusted relationships with customers in the mobile market, built through transparency on pricing, flexible top-ups as and when they’re needed, and a community of ‘power users’ that are openly promoted and valued by the company.
Sophie Wheater
Chief marketing officer
Giffgaff
Customer expectations have grown since the launch of the CX50 list, now in its fifth year. As the top marketer at the quintessential challenger brand of UK mobile networks, Giffgaff's Sophie Wheater discusses the biggest and most important shifts she has seen.
Read the profiles of all the CX50 members here
A podcast series created by Marketing Week, in partnership with Zone and Cognizant Digital Experience, exploring what sets the UK's top customer experience professionals apart
Marketing Week Meets the CX50
GUESTS
Russell is the award-winning editor-in-chief of the UK's most prominent marketing title, Marketing Week, leading its multimedia development and team of journalists. A trusted authority on marketing issues, he regularly hosts and appears on panels at industry events. He is also a regular contributor to national television and radio shows on marketing issues. Prior to this he was Marketing Week's news editor.
In 2020 he also took on an expanded role with responsibility for the editorial programme of the Festival Marketing, the largest global event dedicated to brand marketers, where they can learn, celebrate and shape the future.
Russell Parsons
Editor-in-chief, Marketing Week and the Festival of Marketing
HOST