Posts tagged with Cx

Three promising signs that companies are finally starting to appreciate CX

For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).

We know what we want to achieve (great CX), we have plenty of ideas about how to do it, yet very few of our organisations have truly aligned their objectives with the customers'.

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17 stats that show why CX is so important

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like.

As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. 

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Three risky customer experience (CX) initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.

But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to take risks to make their company more customer-centric. Here are three examples of companies who have taken a leap in the name of CX innovation.

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chat bot

What were the biggest UX trends of 2016?

Chatbots are firmly on the radar (for good or bad), along with new tools and new business processes.

Have a read of everything that stood out to our UX experts in 2016.

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Customer experience drives revenue growth, but marketers lack CX skills

Customer experience (CX) is a hot topic, and according to a recently published study by Forrester Research, there's good reason for that.

In analysing five pairs of publicly traded companies in which one of the companies in each pair had a significantly higher score than the other according to Forrester's Customer Experience Index, Forrester found that CX leaders exhibited significantly higher revenue growth between 2010 and 2015.

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How Indonesian marketers are tackling data management & CX

In a new global survey we asked marketers to indicate which touchpoints their business treats as a central part of the customer experience (CX).

The results, reported in our Quarterly Digital Intelligence Briefing (QDIB) 2016 Digital Trends, showed that:

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Customer Experience in Singapore: Trends, challenges & best practices

It seems that improving customer experience (CX) is talked about a lot these days, but how are companies in the real world facing the challenge?

To find out, Econsultancy invited dozens of client-side marketers in the tropical metropolis of Singapore to discuss CX at roundtable discussions on April 7th. 

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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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Customer Experience

How did we ever forget about customer experience?

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.

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12 intriguing digital marketing stats from the past week

It’s Mother’s Day on Sunday, when we celebrate and show our appreciation for the women who brought us kicking and screaming into this world. 

I’m in a sharing mood, so I’m going to open up to you and tell you the single most powerful piece of advice my mother ever gave me. I remember it word for word. 

She said: “Son, whatever you do in life, wherever you go, don’t ever let anyone stop you reading the weekly Econsultancy digital marketing stats round-up.”

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Nine exciting US digital marketing stats from the past week

Welcome to another instalment of our fortnightly round-up of the best US digital marketing stats we’ve seen. 

This time we’re covering everything from CX to holiday shopping and the increasing number of B2B sales that happen online.

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