Posts in Customer Experience

Charity websites must tackle content design & information architecture

Charities and third sector organisations face a number of challenges when it comes to web design. One of the most obvious is an abundance of content aimed at numerous different personas.

There are beneficiaries, volunteers, fundraisers, donors etc., all of whom need to find certain information on any given charity website.

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TD Bank's acquisition of an AI firm highlights the growing importance of AI in banking

Last week, TD Bank, the second largest bank in Canada, announced that it is acquiring Layer 6, a prediction and personalization platform.

The deal highlights the growing importance of artificial intelligence (AI) to banks that are trying to stay ahead of the curve as they face digital disruption from fintechs.

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New E.U. regulations could make it easier for fintechs to operate across the bloc

This past Saturday, new Open Banking rules that require big banks to share data with vetted third parties, including fintech upstarts, went into effect in the U.K.

Open Banking is more than anything else a reflection of the fact that the world is changing for big banks as regulators look to support fintech innovation.

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A day in the life of... an account manager at Certona

David Hall is senior account manager at personalisation platform Certona, and is the latest of our 'day in the life' interviewees.

Hall gives us some insight into the world of AI-powered personalisation, as well as tips for those wanting to get into the industry or choose some software for their own business.

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What is best practice pagination? And how does it create amazing online experiences?

For many, pagination is a typically forgotten page element, an afterthought, or something not taken seriously when constructing the page layout for product listing pages.  

In fact, the best practice treatment of the pagination page element contributes to creating amazing online experiences.  

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john jones

A day in the life of... a design strategy lead at Fjord

It's a cracking 'day in the life' this week, as we spend time with John Jones, global design strategy lead at Fjord.

Let's see what makes Jones tick. And remember, if you're looking for a new role, check out the Econsultancy jobs board yourself.

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Why the ‘working backwards’ method is key to a superior customer experience

When you think about the reasons you might buy an Apple product, the specific features of a smartphone or iPad might not necessarily come to mind. Similarly, you probably don’t think about all the products you’ve bought when discussing the benefits of using Amazon. 

Instead, you might be more likely to think about the brand as a whole, the over-arching customer service it offers, or even the role it plays in your life. 

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Google Mobile First index

Seven quick steps to prepare for Google's mobile-first index

Even before its official announcement back in Nov 2016, Google has been planning a release of a mobile-first iteration for its search engine’s index of webpages.

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What is cross-channel marketing and why do you need it?

Today’s consumers are more connected than ever before - constantly checking emails, social media apps, and even interacting online via voice technology. 

For brands, the challenge is to cut through the noise to be able to reach consumers at the right time. This is where cross-channel marketing comes in: an approach that allows brands to seamlessly communicate with consumers across multiple touchpoints.

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The best experiential marketing campaigns of 2017

The popularity of experiential marketing continues, with brand events and experiences proving bigger and better than ever. 

The benefits are clear. According to a study by Freeman, over half of global CMOs see brand experiences as a way to forge ongoing relationships with audiences, while 90% of global marketers think that brand experiences create more compelling engagement.

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marc jacobs

Luxury brands must focus on digital experiences to fight the discount trend

It's the most wonderful time of the year, unless, perhaps, you're an executive of a luxury brand.

That's because out of all categories, luxury labels and retailers were responsible for the highest volume of discounts on Black Friday this year in the U.S.

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Fintechs and banks to partner in 2018 thanks to Open Banking

As 2018 fast approaches, there's reason to believe that one of the biggest trends that will be seen in the banking industry in the UK next year is a tighter relationship between big banks and fintechs.

That's because on January 13, Open Banking comes into effect.

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