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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.
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'.
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.
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.
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:
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)?
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.
Brands have always looked for ways to get more loyal customers.
But since social media has taken off, they are also encouraging these loyal customers to become brand advocates.
So, how are brands cultivating customer loyalty and building advocacy?
Kogan.com is the only international Australian electronics retailer, the work of self-made Ruslan Kogan.
Perhaps the most amusing story in its 10 year history was its application of an IE7 tax in 2012, charging people 6.8% more for using the outdated browser (0.1% for every month the browser had been on the market).
It's not just this that seems unconventional, the site is full of UX quirks (some good, some bad) that I thought I should highlight. Let me know what you think.
Marketers are responsible for abominations such as the popup, spam email, clickbait, poorly targeted mass display ad campaigns and deceptive native advertising.
Now we're paying the price.
Accessibility is an important topic in web design, but one that previously hasn't been covered on the Econsultancy blog.
To rectify this omission, I'll be writing a series of posts exploring how to make your websites more accessible from the outset.
In this first post we’ll look at creating a design that people with visual impairments will hopefully find easy to use.
If there is one thing Mobile World Congress 2016 confirmed - amongst all the talk of wearables, the IoT and virtual reality being the future - it’s the fact that we are living in what is now a truly volatile, uncertain, complex and ambiguous world.
Today every company is pretty much a technology company, with digital transformation affecting businesses across all sectors, and no doubt in 12 months’ time at MWC17 the business and technology landscape will shift again.
It is little wonder that organisations are struggling to adapt and keep up.