Optimising Customer Journeys and Driving Retention

Managing customer journeys and improving the customer experience remains a priority for marketers over the next two years, according to Econsultancy’s latest Future of Marketing survey.

With increased competition and tighter budgets, there has never been a better time for companies to focus on optimising customer journeys, driving customer retention and developing their loyalty strategies, particularly when increasing customer retention rates by 5% can lead to increases in profits of 25–95%.

This 60 minute analyst session covers:

  • The importance of pursuing omnichannel excellence to focus on customer journeys, and unifying data to deliver seamless and personalised customer experiences.
  • How good UX and user-centred design thinking can help with optimising customer journeys and retention.
  • Developing a customer retention strategy and investing in brand marketing.
  • Understanding customer lifecycles to drive customer engagement, loyalty and lifetime value.

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


Customer Experience Management

A Guide to Customer Experience Management (CXM)

1. Introduction Econsultancy’s A Guide to Customer Experience Management features findings from its 2018 Customer Experience Management survey, conducted among 482 marketing professionals around the world in January and February 2018, including 299 client-side marketers and 183 agency marketers. For the purposes of this report, we have carried out separate analysis for both of these […]

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Ratings and Reviews Best Practice Guide

This best practice guide looks at the feedback economy, why it is important, and the challenges and opportunities it presents brands. It explains how marketers can capitalise on ratings and reviews, including how to unearth insights from customer feedback, diffuse any emerging crises and measure its effectiveness as a channel.

Embark on a Blended Learning Journey

Our expert-led blended learning programme will help you and your organisation to grow and evolve, in line with the expectations of your customers. We can help you to update the skills of marketing, digital and ecommerce professionals, guiding you through a fully personalised and well-structured learning path.

Through cutting-edge face to face training, online classrooms and insightful content, we’ve helped some of the world’s most successful brands build their knowledge and capabilities in marketing.