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Quick Guide to Harnessing the Power of Personalisation

1. Introduction Personalisation is about delivering greater relevance to customers and providing a richer experience by serving the right message on the right channel at the right time. Its business growth and brand differentiation potential mean that personalisation will continue to be a priority for modern business success. However, many marketers are still struggling to […]

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14 examples of augmented reality brand experiences

The global AR market is projected to grow from $6.12 billion in 2021 to reach $97.76 billion by 2028.  The Covid-19 pandemic has undoubtedly accelerated investment of late, driven by the greater need for companies to deepen customer relationships via digital platforms. Within the context of marketing, augmented reality allows brands to offer unique and […]

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Digital Transformation Monthly – May 2021

1. Introduction Each month, Econsultancy’s Digital Transformation Monthly report highlights the most important transformation stories arising from sectors from retail and grocery to beauty, travel and finance. This month brings tales of Bed Bath & Beyond’s soaring digital sales thanks to an accelerated omnichannel strategy, while The Hut Group has enjoyed significant revenue growth from the […]

TSB, Birchbox, and Grosvenor Group on what’s next for CX

At Econsultancy Live last month, Richard Robinson, MD of Xeim Engage, chaired a panel with guests Emma Stacey, Brand and Marketing Director for TSB; Katie Avon, Director of Marketing for Grosvenor Group; and Alex Valibona, Managing Director for Birchbox. The question up for debate – what’s next for CX? More specifically, what customer behaviour trends […]

Latest reports

An overview of the third-party cookie crackdown

In March 2021, Google announced on its Ads & Commerce blog that it was “Charting a course towards a more privacy-first web”. The blog post was a re-affirmation of Google’s commitment, first revealed in January 2020, to remove support for third-party tracking cookies in Chrome from 2022, and contained further details about how it plans […]

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Building a Digital Culture

1. Introduction Digital technologies have brought significant shifts in customer behaviour and competitive dynamics. This, in combination with the greater levels of unpredictability in customer, societal and market contexts as a result of the pandemic, mean that many businesses are facing unprecedented challenges. Thriving in this new environment requires an organisational culture that is both […]

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Quick Guide to Getting to Grips with Market Research and Insight

1. Introduction In an environment of rapidly changing customer behaviour, data- and insight-driven marketing and strategy have never been more important. This abridged version of Econsultancy’s Getting to Grips with Market Research and Insight Best Practice Guide serves as an introduction to the basics of marketing research and gives an overview of the main tools and […]

Customer Experience

Customer Experience (CX)

So what exactly does customer experience (CX) mean?

Customer experience is one of the leading ways that brands seek to differentiate themselves today. But what does CX mean exactly? Ahead of ‘Econsultancy Live 2021: What’s next for CX?’ – let’s explore the concept and take a look at some research that can help bring it to life. CX for the win 2020 once […]

emma robertson, ceo, engine transformation
1

The future of CX is what the customer can’t see

The ambition to deliver great customer experiences is universal, eternal and often feels unattainable – no matter what you do, there is more to be done; no matter how on-trend you are, the next trend is already calling. Improving your CX capability is not the answer, writes Engine Transformation CEO Emma Robertson, it’s what you do next internally that will count.

TSB, Birchbox, and Grosvenor Group on what’s next for CX

At Econsultancy Live last month, Richard Robinson, MD of Xeim Engage, chaired a panel with guests Emma Stacey, Brand and Marketing Director for TSB; Katie Avon, Director of Marketing for Grosvenor Group; and Alex Valibona, Managing Director for Birchbox. The question up for debate – what’s next for CX? More specifically, what customer behaviour trends […]

Ecommerce

A phone screen displaying the Moonpig app with a marker pen and a binder arranged around it.

Moonpig on innovating during a pandemic, internal empathy and nailing the basics of UX

Camila Diaz is Head of Product Design and Research at online greetings cards and gift company Moonpig. At Moonpig, Product Design is a discipline that comprises a range of UX-related functions, including user research, user experience design, information architecture, visual design interaction, and service design thinking. As such, Diaz played a pivotal role in the […]

A screen capture of the National Rail website being displayed in greyscale on Sunday 11th April 2021.

Three UX and accessibility lessons from National Rail’s greyscale fiasco

It’s an incident that we can expect to see featured in countless presentations about the importance of accessibility, user experience (UX) and design: on Sunday 11th April, National Rail changed the colour scheme of its website from its signature blue and yellow to greyscale as a mark of respect for the passing of Prince Philip, […]

Data and Analytics

An overview of the third-party cookie crackdown

In March 2021, Google announced on its Ads & Commerce blog that it was “Charting a course towards a more privacy-first web”. The blog post was a re-affirmation of Google’s commitment, first revealed in January 2020, to remove support for third-party tracking cookies in Chrome from 2022, and contained further details about how it plans […]

Adopting a test-and-learn approach

The ability of an organisation to leverage data – either for singular marketing campaigns or wider business strategy – points to a degree of data maturity. It indicates that the process of becoming ‘data driven’ or undergoing ‘data transformation’ as part of a wider digital transformation programme – is underway. Engaging in testing and optimisation […]

Latest webinars

Strategy

multicoloured ceramic plates

Building a Digital Culture

1. Introduction Digital technologies have brought significant shifts in customer behaviour and competitive dynamics. This, in combination with the greater levels of unpredictability in customer, societal and market contexts as a result of the pandemic, mean that many businesses are facing unprecedented challenges. Thriving in this new environment requires an organisational culture that is both […]

3d render, glowing rings, round lines, tunnel, neon lights, abstract background, circles, red blue spectrum, virtual reality, vibrant colors, laser show

Digital Transformation Monthly – May 2021

1. Introduction Each month, Econsultancy’s Digital Transformation Monthly report highlights the most important transformation stories arising from sectors from retail and grocery to beauty, travel and finance. This month brings tales of Bed Bath & Beyond’s soaring digital sales thanks to an accelerated omnichannel strategy, while The Hut Group has enjoyed significant revenue growth from the […]

Content

Social

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Social Media Strategy Best Practice Guide

1. Introduction This guide has been written to complement Econsultancy’s Social Media Advertising Best Practice Guide, Social Media Platforms Overview, Social Media Platforms Trends Report, B2B Social Media Best Practice Guide and Social Selling Best Practice Guide. The purpose of this guide is to provide a framework for developing a social media strategy, as well […]

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Social CX and Customer Service Best Practice Guide

1. Introduction The rise in both the number and popularity of social media channels in recent years has fuelled a parallel increase in customer expectations. The ‘always on’ nature of social media, coupled with its public forum nature, means consumers and audiences – in B2C and B2B spaces alike – expect to be able to […]

10 brands getting creative with GIFs and looping video on Instagram

The GIF is still seeing a surge in popularity with the rise of emojis, memes and stickers. And while its cousin, short-form video, is having its time in the spotlight thanks to the rise of TikTok, GIFs remain nonetheless a very viable and popular alternative for brands looking to quickly convey messages.

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B2B - Econsultancy's Internet Statistics Database

B2B

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