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Author: Ben Davis

Ben Davis

Ben Davis is a senior writer at Econsultancy. He lives in Manchester, England. You can contact him at ben.davis@econsultancy.com or follow at @herrhuld.

office

Does customer experience need its own department?

Some companies have customer experience managers or departments, and others do not. Why is that?

Who should own customer experience and what does that entail?

4 comments
prime

All the digital news stories you missed this week

Video coming to Tinder, Amazon to kill Skype, Zuckerberg to save the world?

Lots of nice little titbits in this week's digital news. And not one bit of misinformation.

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jo malone

Jo Malone announced as first headliner for Festival of Marketing 2017

Jo Malone MBE, founder and creative director of Jo Loves, is to headline the Festival of Marketing 2017.

The English perfumer, who previously built the Jo Malone London brand before selling to Estée Lauder in 1999, will share her branding expertise as well as her entrepreneurial journey.

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mw live

Get a free taste of Econsultancy training at London's Marketing Week Live

Marketing Week Live hits London on March 8/9 this year, and Econsultancy will be there to offer a taster of our training courses.

The event is free for marketing practitioners, who can register on the Marketing Week Live website, and features five stages, 75 speakers and almost 100 exhibitors.

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customer journey chart

Understanding the customer journey: 70% of APAC marketers admit little channel integration

Joining up marketing channels is not a new concept - Econsultancy used to run an event called JUMP based on exactly this theme (first held back in 2012).

The idea of providing a consistent and connected customer experience across marketing touchpoints has been mainstream for at least five years.

However, recent research from Econsultancy shows that 70% of marketers in Asia Pacific have either little management across touchpoints or completely siloed delivery.

1 comment
reading

The newbie's glossary of misunderstood digital marketing jargon

Some terms in digital marketing are difficult to get a hold of. They may have many definitions, or be the victims of prolonged misuse.

I've gathered up some of these terms in an attempt to assist people who are new to the industry.

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A day in the life of... a Chief Media Officer

Alistair Dent is Chief Media Officer at iCrossing.

Ever wondered what such an agency role entails? We asked Alistair exactly that.

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echo

Amazon Alexa: Brands must be careful before rushing in

Amazon Echo and the intelligent assistant, Alexa, are the most interesting development in digital communications today.

Unlike previously-hyped hardware such as Google Glass, Echo made a surprisingly quick entry to the market and has seen strong sales.

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pixellated images

All the digital news stories you missed this week

It's been my favourite week in digital for ages - computer vision, programmatic scandal, and TVs spying on Americans.

Lap it up...

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prosper framework

How to plan your digital strategy with the PROSPER framework

The PROSPER framework is a jargon-free planning model designed to help marketers create consistent work in a digital world.

It was devised by Neil Perkin, long-time Econsultancy collaborator, and is an alternative to the SOSTAC model.

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gov.uk

UK Government publishes digital transformation strategy 2017-2020

The Cabinet Office and Government Digital Service (GDS) have published the Government Transformation Strategy 2017 to 2020.

You should go and check out the full document on GOV.UK, it makes for coherent and sage reading.

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capital one alexa

Should financial services brands follow Capital One on to Amazon Echo?

It's early days for Amazon Echo and Google Home.

But for all the Alexa Skills (Amazon's name for apps) that arguably need finessing, there are some brands that seem to have made a good start.

Capital One is one such brand, which offers the first and only banking Skill currently available.

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