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

What is customer success and how does it differ from customer service and customer experience?

Throughout the second half of the 2010s, “customer success” – both as a business concept and as a function – has steadily been growing in popularity.

But what exactly does “customer success” consist of, and more importantly, how does it differ from similar-sounding concepts like customer service and customer experience? Is it something new and distinctive – or just a trendy buzzword to describe an old idea?

asad dhunna

A day in the life of… Asad Dhunna, Founder of The Unmistakables

Asad Dhunna is Founder at The Unmistakables, producing award-winning culture and communications made by minorities. We caught up with him to hear about what it takes to start your own thing… Please describe your job: What do you do? I run The Unmistakables, a cultural consultancy made up of minorities. We work with organisations who […]


Short guides on the latest thinking, developments and terminology in digital, marketing and technology
Paper cartons with a shopping cart or trolley logo on a laptop keyboard, depicts customers order things from retailer sites via the internet.

How machine learning is transforming retail both online and offline

According to a 2018 study by Juniper Research, spending by retailers on artificial intelligence tools will grow almost fourfold between 2018 and 2022, reaching $7.3 billion per annum – up from an estimated $2 billion in 2018.

By 2022, the research found that retailers will be investing in AI tools to improve everything from customer service to sentiment analytics, automated marketing and demand forecasting.

Spotlight on… Data and Privacy

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Browse our upcoming face-to-face training courses or talk to us about bringing Econsultancy training in-house. From Customer Experience and Ecommerce, to the popular 2-day Fast Track Digital Marketing, we cover the essential digital marketing topics.