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Previously, we discussed what Customer Experience (CX) means at a high level and concluded that modelling the customer journey into distinct phases is key.
But how does improving CX work in practice? What practical steps can marketers take to improve their brands' CX?
Customer experience (CX) is one of the leading ways that marketers seek to differentiate their brands these days. But what is CX?
Here, we answer that question and back it up with research that may surprise you.
We’re very excited about our Festival of Marketing kicking off tomorrow, and in anticipation of the event I caught up with one of the speakers on the day, Suki Thompson, CEO and Co-Founder of marketing consultancy The Oystercatchers.
Suki and I discussed the idea of customer-centricity: how brands can create a better customer focus through their actions and technology and which companies are currently doing it best.
Cards on the table, B-commerce (branded ecommerce) is a completely made up term and you have every right to scold me for coining it.
What I intend to point out with this clickbait headline (but thorough article) is just how distinctive the Lush website is, both when it comes to editorial and 'messaging', and the nuts and bolts of ecommerce.
ANZ Bank appointed a new head of marketing for Australia last year and she has implemented a 'four pillar' digital strategy.
It’s Black Friday, and you’re quietly confident. You’ve planned your marketing campaign in meticulous detail.
You’re expecting a lot of extra website traffic, but you’ve taken steps to make sure you can deal with it.
Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.
We covered the UX of subscription cancellation back in 2013, but I thought I'd post an update here, showing you Now TV's simple but resourceful cancellation process.
It's at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.
According to a recent study by Econsultancy, it seems that APAC is significantly behind North America in deploying multichannel marketing.
In this post we'll look at some examples from the cutting edge which tell us where things are going.
No wonder customer experience is such a hot topic - we all shop and we all know when we don't like a store.
But customer experience in retail can be a catwalk for the emperor's new clothes.
Remember how many people talked about the ability to use social media on an interactive terminal in store? To perhaps 'Like' a product or upload some ropey augmented reality selfie to Twitter?
The evolution of the gambling industry has always been intrinsically linked to the diversification of its channels.
From the racecourse, to telephone betting, retail shops, online and now mobile, industry players have faced the need to adapt each time a new channel has presented itself.
Consumers are connecting with brands via multiple channels, which means retailers must do more to drive customer loyalty.
Marketing teams need to harness actionable insights from the multiple data channels available to them to create engaging and relevant conversations with the customers.
A recent Econsultancy survey asked marketers what they felt was the most exciting opportunity in digital.
How did multichannel marketing fare in APAC?