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Posts tagged with Customer Experience

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Three stats that throw down the gauntlet for B2B customer experience

B2B customer experience is the topic of Econsultancy and SAP Hybris' latest report.

The Tension in B2B Customer Experience Management includes an international survey of over 220 senior leaders at companies spanning a range of industries.

Though customer experience (CX) is impossible to universally define, the importance of slick customer interactions is paramount.

Yet, as the report reveals, there's still a way to go for many B2B brands.

0 comments
nicki

A day in the life of... Head of Digital Product Management at RS Components

Think like a customer (you are one), sharing is caring, and focus on NES (Nintendo Entertainment System? - No! Net Ease Score).

This is just some of the advice offered by Nicki Young, Head of Digital Product Development at RS Components.

RS is the perfect playground for improving customer experience, receiving hundreds of millions of visitors a year.

Let's hear from Nicki.

1 comment
feedback

Giving B&Q customer feedback: the one time I wished for a QR code

QR codes never really took off in the West.

I had nothing against them, just their implementation (on a creative and a technical level).

However, I wanted one at the weekend so I could leave feedback about a store visit.

2 comments
digital adspend iab

10 action-packed digital marketing stats from this week

It's been a fine week for digital marketing and ecommerce stats.

So, if you're at all interested in travel and social media, PR and advertising codes, PC shipments, UK adspend, data breaches, email subject lines, B2B customer experience or the 'single customer view', reader, you're in luck.

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store tablet

What does a digitally transformed retailer look like?

According to the IMRG Capgemini Sales Index, online sales accounted for 27% of UK retail sales in 2015. That’s £114bn.

But obviously digital provides more than just a sales channel.

With so many retailers going through a digital transformation programme, I wanted to try to cut through the jargon and define exactly what a digitally transformed retailer should look like.

1 comment
in store tech

What's now & next for digital technology in retail stores?

Personally, I think 2014 was the year when the hype around digital technology in retail stores crested a wave.

By 2015, I was writing fairly sceptical posts about the screens in the corner that nobody uses.

However, now that the noise around kiosks, beacons and mobile loyalty has died down, it seems a good time to assess the landscape.

5 comments

Digital customer experience: four innovation methods

Customer experience and innovation are both hard to pin down.

Econsultancy's new report, Innovating the Digital Customer Experience, in association with Jahia, attempts to do just that.

The report examines how to innovate, the concept of practical agility, marginalizing your competition and the 'innovator's toolkit'.

2 comments
nationwide design studio

A look inside Nationwide Building Society’s new CX design lab

Nationwide Building Society (in partnership with cxpartners) has set up and launched a 30-person customer experience design team, Nationwide Studio.

The aim is to reinvent Nationwide's design culture and develop the next generation of customer experiences.

We caught up with Webster Garratt, Head of Digital Experience & Service Design at Nationwide.

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typography

How typography will help your responsive website stand out

The best responsive designs come with good, considered typography.

As far as I am concerned, there are two factors for great typography. The first one is personality, the second one is semantic.

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Top 10 digital marketing stats of the week

Stats on a Thursday? Have you lost it, Simpson? Do you need a lie down and a hot Lemsip? Should we contact your next of kin and tell them to prepare for the worst?

No, you silly rabbits. It’s Easter weekend. Which means, in the words of the ever-culturally relevant Rebecca Black: 

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What challenges are Australia's marketers facing with technology and customer experience?

In a recent Econsultancy report, survey respondents revealed that the CMO is spending more than the CIO in almost a third (32%) of companies in Australia and New Zealand.

How are marketers using all of this technology, then, to address the pressing issue of improving customer experience (CX)?

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airbnb

How hotels can personalize the customer experience to compete with Airbnb

My aim with these articles is to cover some of the most important needs in hospitality and explore how brands can use digital touch points to deliver.

In the first of this series of articles I covered the need for recognition and in this article I’d like to focus on personalisation.

7 comments