Iphone app icons with Apple Mail icon in the centre, showing 3 unread messages.

Apple blocks open rate tracking: what will it mean for marketers? We asked the experts

Apple’s annual Worldwide Developers Conference, or WWDC, took place last week with all of the expected excitement and speculation about announcements, new releases, and product developments. But one development from the first day of the conference has alarmed many email marketers and newsletter publishers: Mail Privacy Protection, which Apple has billed as one of the […]

restructuring marketing teams

HSBC, Benefit, and Zoopla on restructuring marketing teams to be future-focused  

According to Marketing Week’s Career and Salary Survey 2021, 46.3% of marketers have experienced the introduction of a new team structure over the past 12 months, while 22.6% have seen their teams merge with other departments or functions. At the Festival of Marketing, Marketing Week’s Deputy Editor, Lucy Tessaras, chaired a panel featuring Lou Bennett, […]

The GlaxoSmithKline headquarters office building in Poznan, Poland.

GSK on employee experience and office culture in the age of remote work

Few organisations in 2021 would deny the importance of customer experience, or CX, to business performance and the bottom line. Over the past several years, the role played by CX in allowing companies to stand out and leave a lasting positive impression on consumers has become widely acknowledged, as have strategies for improving CX. But […]

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Quick Guide to Storytelling for Marketers

1. Introduction Storytelling is essential to the human condition and has always been a part of persuasion and selling. According to one of the experts interviewed for Econsultancy’s Storytelling for Marketers Best Practice Guide, storytelling is central to humanity. It was those who learned – through stories – that survived, and as a result, we […]

Wunderman Thompson's Living Buying Using framework in action with grocery brands

Wunderman Thompson CSO Sid McGrath on repairing fractured retail brands

On day two of Festival of Marketing’s Fast Forward event, Wunderman Thompson’s Chief Strategy Officer, Sid McGrath, emphasised the increasing need to identify fractured brands in retail and the reasons why such fracturing is occurring. Perhaps most importantly, he shared his tips on how to make these brands whole again to deliver a first-class, coherent experience that will keep customers returning.

Latest reports

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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 […]

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

Digital Transformation Monthly – June 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 finance, healthcare and travel. This month, we look at two new studies that present different perspectives on organisations’ digital aptitude: one from The Economist and Microsoft, which reveals that most companies were […]

Customer Experience

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.

Ecommerce

A person standing in front of a virtual try-on screen. Their avatar on the screen wears a suit, with a 4.5 star rating next to it. Underneath is a $799.99 price tag with the word BUY beneath.

What innovations in 3D and AR technology could mean for ecommerce

New technology is opening up further opportunities within ecommerce, as AR and 3D sizing solutions help online retailers to solve challenges around size and fit. Consumers are already shopping online more than ever before, of course, but these solutions could further accelerate the shift to ecommerce – particularly within fashion. The EY Consumer Index recently […]

beauty-customer-experience-large

Four trends in omnichannel beauty retail for 2021

It’s been a long and difficult 18 months for the beauty industry, but with retail stores and salons re-opening in May, the focus is now on getting back to business, and engaging consumers whose habits might have changed during lockdown.

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

Long live organic social media

Christina Ruby, digital marketing consultant at Capgemini Invent, advocates a broader definition of organic social media and a more strategic approach from brands.

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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 […]

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B2B - Econsultancy's Internet Statistics Database

B2B

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