Articles

The latest global marketing and digital insights you need to know, from Econsultancy’s analysts and experts

Glyn Britton

Bionic’s third age of CX: hybridising digital and world-class human service

“We’re entering a third era of customer experience,” argued Glyn Britton, Bionic’s Chief Customer Officer, at Econsultancy Live last week. Britton believes this is the case because – despite CX leaders being three times more likely to outperform their sector than mainstream competitors, according to Econsultancy research – “there are some really fundamental customer needs […]

HR and marketing leaders reflect on creating a culture of learning

Talk of a “Great Resignation” has dominated conversations about recruitment, retention, and workplace culture since midway through 2021, as the ongoing Covid-19 pandemic prompts a widespread reassessment of priorities and working conditions. The Marketing Week Career and Salary Survey 2022, which surveyed more than 4,400 UK marketing professionals to form a snapshot of marketers’ experiences, […]

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Six lessons from Mars Petcare’s dive into D2C during the pandemic

When you hear the brand name ‘Mars’, what is the first thing that springs to mind? Chances are, it’s probably sweets, since Mars is best known as the company that owns confectionery brands like Galaxy, M&Ms, Snickers, Twix and many more. Far less widely-known is the fact that Mars is one of the world’s largest […]

How CX analytics platforms are improving customer journeys

Digital transformation has accelerated rapidly over the past two years. According to PwC, 53% of businesses (in a survey of 1,250 global executives) have accelerated digital transformation in this time, with 57% reporting that technology has been critical to their performance.  Companies that have invested in digital technologies, processes, and behaviours in the past two […]

experiential_marketing

Four trends driving brand events and experiences in 2022

Companies are ramping up investment in experiential marketing, as consumers crave in-person experiences. According to AnyRoad, 81% of brands say their event and experiential budgets will “match or exceed” pre-pandemic levels in 2022. But post-pandemic, is experiential strategy the same? Here’s a look at how companies are attracting people IRL, and some trends driving the industry.  […]

Latest briefings

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What is design thinking?

When people talk about ‘design thinking’ nowadays, they are referring to a specific definition: a methodology and organisational approach to solving problems and building products. Design thinking is about bringing these tried-and-tested methodologies to a wider audience and wider stakeholders across the organisation. Over the past few years, ‘design thinking’ has gone from being an […]

The business case for UX

Whatever the organisation’s relationship with UX, the goal should be the same: to make a product or experience that solves a problem for a user and delights them in the process of solving it. But what about building a business case for UX? Why invest in UX? Why and where is UX important? How do […]

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