Customer Journey Mapping Best Practice Guide
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
How L&G prioritises product thinking over feature delivery: a CX case study
In the midst of a mounting cost of living crisis, consumers are more aware of their financial wellbeing than ever – making straightforward, accessible financial services absolutely paramount.
According to research conducted by Legal & General, also known as L&G, 75% of its customer base expect 10 specific top tasks to be simple, intuitive, and available online.
“The whole concept of the connected experience has never been more important,” L&G’s Group Technology Director – Digital and Experience, Claire Hazle, told the audience at Econsultancy Live. “It’s really important that our customers feel in control of their financial wellbeing irrespective of the channel they choose to do it through.”
‘Accessibility is seen as a CSR initiative – and that needs to change’: Cyber-Duck’s Yahye Siyad on his role
Cyber-Duck’s Diversity and Accessibility Lead talks to us about the state of accessibility, common misconceptions, its place in the org and in digital transformation, and emerging tech such as the metaverse.
User Experience and Interaction Design
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
Implementing a Customer Experience (CX) Strategy Best Practice Guide
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
Social CX and Customer Service Best Practice Guide
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
Customer Retention Best Practice Guide
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
Harnessing the Power of Personalisation Best Practice Guide
A report uncovering best practice principles and considerations for developing a personalisation strategy, also providing supporting evidence for why companies should be placing personalisation high on their agenda and explores ways to develop personalisation capabilities.
Experiential Marketing Best Practice Guide
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Internet Statistics Compendium: Customer Experience
A collection of the most recent statistics and market data on online marketing, ecommerce, the internet and related digital media, drawn from Econsultancy’s Internet Statistics Database. This report is aimed at marketers looking for benchmarking stats, evidence for use cases or persuasive figures for procuring investment.
Professional services provider’s integrated digital strategy drives 107% global web traffic uplift
FDM Group partnered with Semetrical to improve its online visibility and bolster its sales pipeline more cost effectively across eight markets.
Pernod Ricard drives festive sales with purpose-driven omnichannel campaign
The alcohol company increased awareness and engagement by supporting local SMEs in South Africa
IT services provider increases B2B sales leads by 520% by optimising online CX
HTG worked with Articulate Marketing to overhaul its website, providing a more engaging, differentiated and streamlined user experience, which improved engagement and conversions
Webinar: Implementing a CX Strategy
This webinar draws on insights from Econsultancy’s new Digital Trends 2021 report research around customer experience, as well as the new Social CX and Service Best Practice Guide and other resources to explore what actions marketers can take to focus on delivering a great customer experience and tailor CX strategies to ensure success in 2021 and beyond.
How L&G prioritises product thinking over feature delivery: a CX case study
In the midst of a mounting cost of living crisis, consumers are more aware of their financial wellbeing than ever – making straightforward, accessible financial services absolutely paramount. According to research conducted by Legal & General, also known as L&G, 75% of its customer base expect 10 specific top tasks to be simple, intuitive, and […]
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Getting data-driven marketing personalisation right
New research from Movable Ink shows consumers are more likely to purchase from, and stay loyal to, brands that personalise customer interactions and comms.
Click and collect: What are the watchouts for retailers investing in omnichannel?
What operational pitfalls can prevent retailers offering a good end-to-end customer experience with click and collect? James Gurd, owner and ecommerce replatforming consultant at Digital Juggler, shares some considerations.
Airship’s Thomas Butta on what makes a great mobile app experience
Thomas Butta is Chief Strategy and Marketing Officer for Airship, the mobile app experience platform. We ask him what makes a great mobile app experience, and learn about why marketers should have what he calls a ‘life after download’ mindset. Tell us about your role – what does a typical day look like for you? […]
Loyalty, flexibility and ‘bleisure’: How travel brands are adapting post-pandemic
Cross-border travel reached pre-pandemic levels this March for the first time since the start of the pandemic. With people holidaying again, how are travel companies in the industry responding to changing consumer behaviour? Here’s a look at how brands are approaching the issues of sustainability, flexibility, and loyalty. IHG and Expedia refresh loyalty programs to […]
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‘Accessibility is seen as a CSR initiative – and that needs to change’: Cyber-Duck’s Yahye Siyad on his role
Cyber-Duck’s Diversity and Accessibility Lead talks to us about the state of accessibility, common misconceptions, its place in the org and in digital transformation, and emerging tech such as the metaverse.
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We’ve made some changes to the Econsultancy website
Changes to our top nav, homepage and several landing pages will allow members to easily access our latest content and The Econsultancy Skills Cloud™ LMS.
Charging for ecommerce returns: Can it be avoided?
How can retailers, particularly in fashion, reduce the online returns rate or mitigate the cost of postal returns?
‘Retailers need to keep looking for fresh, innovative ways to provide value to the customer’: Wunderkind’s Richard Jones
Richard Jones is the CRO of performance marketing engine Wunderkind. I recently spoke with Richard about his experiences as a two-time CEO, how brands can provide genuine value to the customer in exchange for their data, and the digital marketing trends that retailers need to keep an eye on in the near future. Tell us […]
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A metaverse reality check: Understanding consumer attitudes
There’s plenty of enthusiasm from the world of business and technology about the prospect of the metaverse. But how well does this match up with what consumers are feeling?
Zelros CEO Christophe Bourguignat on AI personalisation in insurance
The co-founder of Zelros, an AI platform that helps insurers offer personalised product recommendations, discusses the role of the technology in a traditional industry.
What does Beauty Pie’s success reveal about a changing beauty industry?
Beauty Pie raised $100m in funding last September to help further its expansion plans, which it says will involve “more warehouses, pop-up shops and a new membership model (for devotees).” This round of funding follows on from the huge growth Beauty Pie generated during the pandemic, with the brand doubling its number of members and […]
Quick Guide to Social CX and Customer Service
The increasing popularity of social media has changed consumer expectations around customer service. This guide provides a starting point for brands looking to create or update their social CX strategy.
Quick Guide to Experiential Marketing
Experiential marketing enables brands to connect with their customers in more meaningful and memorable ways. This quick guide gives an overview of the business case for experiential marketing and sets out a framework for brands thinking of launching an experiential campaign of their own.
Ecommerce Best Practice: Converting Demand
This report looks at the strategies businesses can employ to convert demand, maximise value and optimise their ecommerce propositions.
Find the latest customer experience trends - explore the ISD
The Internet Statistics Database contains thousands of charts and statistics related to customer experience, for you to browse, save and export.
