ISSUE NUMBER 255 | EARLY AUTUMN 2020 | ISSN 2049-8993 CONTENTS 4 5 8 10


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Direct Commerce is published by Membership Services Ltd. Every effort is made to ensure that all content is accurate and provides honest representation of the facts. As publisher, Membership Services Ltd can accept no responsibility fo errors or misleading claims made by our editorial contributors, staff or advertisers. The copyright for all content of Direct Commerce is held by Membership Services Ltd and no material from this issue or earlier issues, or from our website homeofdirectcommerce.com may be reproduced without our express prior consent.


©2020 Membership Services Ltd. homeofdirectcommerce.com | Direct Commerce 3 46 Search Digital


52 DCA Update 54


People 59 Media 12 15 16 Customer Insight Viewpoint - Security Fulfilment Operations


20 Customer Service Operations 26 Customer Credit 30


Multichannel 33 34 Viewpoint - Covid Black Friday


38 Ask Chloë 40 Business Matters 42


Publisher’s Note News round-up Eco-Insight Partnerships


Post-Pandemic Targeting


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