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Posts in Customer Experience

Why can't marketers understand the customer journey?

'Why?' questions are always difficult to answer, but the current state of customer experience is puzzling.

Almost every survey of marketers indicates that improving the customer experience is at the top of the priorities list, yet marketers often lament at their inability to make the changes necessary to do so.

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Could established financial services firms lose a quarter of their revenue to fintechs?

Upstart fintech companies are disrupting established financial services players, namely large banks, but just how serious a threat are these upstarts to firms that collectively control trillions of dollars of capital?

According to a new study conducted by PricewaterhouseCoopers, which polled more than 1,300 executives, established financial services firms could lose nearly a quarter (24%) of their revenue to fintechs in the next three to five years.

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dinosaurs

The UX that time forgot: Online travel agents must step up

I recently booked a flight through eDreams (after searching on Skyscanner) and one small part of the booking UX jumped out at me as an artefact from the past, typical of a time when online customer experiences prioritised short-term revenue at the expense of brand and usability.

However far online travel agents (OTAs) have come, I'd argue there are still too many examples of UX that sails close to the wind.

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Four ways technology could impact restaurants in the future

From self-checkouts in retail stores to live streaming of sporting events, technology has changed a multitude of consumer experiences.

But what about everyone’s favourite pastime – eating?

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10 notable digital marketing stats from this week

Time to get stuck into this week’s stats roundup.

This time we've got news about voice technology, consumer loyalty and news consumption.

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How Target, Birchbox and Sainsbury's ensure customer experience is king

It's easy to say you're customer centric, but you have to show it.

'Customer experience is king' was the key message I took away from Retail Week Live 2017. Here are some of the highlights from the brands that presented.

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brief

Website design briefs: Be very careful what you ask for

Be careful what you ask for, is always sound advice. And when you’re briefing an agency to create a new website or ecommerce store you need to be extremely careful.

The consequences, good and bad, of that briefing will stay with you for some time. The results of dodgy assumptions or the wrong focus can be costly to fix once you’ve discovered your expensive new site is a flop.

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silos

Customer experience: 40% of companies say each department has its own agenda

Company silos. That least poetic of business metaphors is not going away anytime soon.

For all the articles about cross-functional teams and iterative ways of working, 40% of marketers admit that they are not adequately supported by other members of the organisation and that different departments have their own agenda.

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The five key steps towards understanding the customer journey (and where most marketers are stuck)

Econsultancy recently surveyed nearly 1,000 marketing professionals about the progress they have made in understanding the customer journey.  

In the resulting report, we found that there are five main steps toward doing so and nearly half of the marketers are stuck at one key stage.

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How chatbots and AI might impact the B2C financial services industry

While many businesses have been speedy adopters of emerging and disruptive technologies, banking and the financial services industry has been seen to lag behind.

This could be chalked up to a myriad of factors including complex legacy systems or even the fact that a significant portion of high value clients, particularly for wealth management firms and IFAs, are more likely to belong to senior demographics and may have a higher propensity for non-digital communication such as calls or face-to-face meetings.

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What makes Premier Inn the world’s strongest hotel chain?

Premier Inn is currently the world’s strongest hotel chain, according to a new ranking by Brand Finance.

Based on the analysis of marketing investment, equity, and the impact of these on business performance, Premier Inn was given a BSI (Brand Strength Index) of 88.7 out of 100, beating rivals such as Holiday Inn and Hilton.

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10 mesmerising digital marketing stats from this week

Oh March, a month so non-descript that pancakes are about the only source of excitement. Plus, the clocks went forward – that’s bound to have gotten you all aflutter.

It’s time to reward yourself, so sink your teeth into this week’s roundup, which includes news about mobile consumers, post-Brexit prices, and media regulation.

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