H1 2021 Analyst Session: Customer Experience 2021 and Personalisation 2.0

Econsultancy research indicates that brands leading the way in Customer Experience (CX) are more likely than their peers to exceed their business goals. Focusing on CX has implications for how organisations develop strategy, structure teams, optimise workflow as well as how they invest in and deploy technology.

This 60 minute analyst session covers:

  • The business case for prioritising CX
  • Implications for organisational transformation
  • An exploration of the data, technology and strategy required to manage personalisation at scale
  • The increasing importance of zero- and first-party data in enabling effective personalisation

If you are interested in booking a session with us or want to know more, please contact: analyst.sessions@econsultancy.com

Resources

Harnessing the Power of Personalisation Best Practice Guide

Harnessing the Power of Personalisation Best Practice Guide

1. Introduction Personalisation is all about delivering greater relevance to customers and providing a richer experience by serving the right message on the right channel at the right time. Companies that harness the power of personalisation and offer experiences tailored to each consumer’s specific needs will find their customers are more likely to continue their […]

Customer Journey Mapping Best Practice Guide

1. Introduction The purpose of this guide is to provide an overview of customer journey mapping. It provides a simple starting point for anyone yet to map out their customer journeys. It is also a reference for those for whom the process is underway. This guide draws insights from those who have developed complex journeys […]

Segmentations and Personas Best Practice Guide

1. Introduction Marketers have always sought to find the most relevant buyers for their products. In the 1950s, this concept took a step forward when Wendell Smith published an award-winning article in the Journal of Marketing on product differentiation and market segmentation.[1] This article put segmentations on the map for marketers, and soon market segmentations […]

Digital Transformation and the Role of Data

1. Introduction The modern marketer’s dilemma “After several years of long Christmas lists to Santa, this year my girls could not think of anything they wanted. It dawned on me; my kids are not seeing marketing encouraging them to want things. My job and the jobs of future global marketers are getting more challenging. We […]

Implementing a Customer Experience (CX) Strategy Best Practice Guide

Implementing a Customer Experience (CX) Strategy Best Practice Guide

1. Executive Summary In this report we interview a number of global marketing leaders in order to understand how they have implemented customer experience (CX) strategies, the challenges they have faced along the way and the lessons they have learned. We have also surveyed our extensive subscriber base of marketers, agency heads and technology experts […]

Nine less-obvious brands offering great customer experiences

Overall, however, brands with a great CX tend to cover a multitude of bases – ensuring that customers are satisfied at each and every touchpoint.  So, delving a little deeper (and away from the most obvious brands) here are just a few examples and the reasons why they excel. 1. i-escape.com – superbly researched travel content […]

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