Posts in Customer Experience

How Lush is raising the bar for in-store experience

With over 1,000 stores across the globe, cosmetics business Lush is no longer an underdog. Once considered a somewhat niche brand – with an odd mix of ethical dedication and a decidedly sunny personality to promote it – it has since broken through to the mainstream.

Today, it’s widely thought of as one of the most progressive and innovative brands around – especially when it comes to customer experience.

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Ask the experts: Email marketing optimisation

The latest in our 'ask the expert' series focuses on a core skill in the digital marketer's skillset - email optimisation.

We grilled three of the loveliest experts we know – Kath Pay (Holistic Email Marketing), Parry Malm (Phrasee) and Dale Langley (Emarsys).

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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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