Customer Experience

The latest customer experience best practice, case studies, trends, training and more. From personalisation and design to user experience and usability

CX and UX trends in 2020: What do the experts predict?

In this timely round-up, Ben Davis has called upon some of Econsultancy’s customer experience and user experience friends to share their predictions for the year ahead.

Latest Research, Trends and Best Practice

A Marketer’s Guide to Augmented Reality (AR)

1. Introduction Augmented reality (AR) is quickly becoming one of the most interesting technologies in the digital space. Although often overshadowed by virtual reality (VR), AR is expected to take the lion’s share of the market. According to one estimate, the AR market will be worth $70bn to $75bn by 2023 while VR will account […]

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"Globally, 67% of travelers say they use voice technology for trip status related queries"

Browse, save and export over 1,000 customer experience-related statistics and charts collated in Econsultancy’s online Internet Statistics Database. Constantly updated to reflect the latest findings.

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How digital is changing the automotive customer experience

In retail, consumers have come to expect a swift and seamless experience online from beginning to end (and beyond the point of purchase). This is what’s known as ‘the Amazon effect’. Car manufacturers (sometimes called original equipment manufacturers or OEMs) and dealerships have struggled to adapt to the complex demands of digitally-savvy consumers. The experience […]

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Harnessing the Power of Personalisation Best Practice Guide

Personalisation webinar

This webinar looks at some of the key trends and insights around personalisation from our Harnessing the Power of Personalisation report, including:

  • The trends impacting personalisation and why personalisation matters.
  • The exciting opportunities and key digital priorities for marketers in 2019.
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Global bank lifts conversion rate from 5% to 72% with new digital strategy

Summary Red Badger has been working with one of the world’s largest banks since 2016. With products going live in the last year, the agency’s work is contributing to a global efficiency target of £1.2bn. The bank’s Originations and Utilities team identified that conversion rates on retail products were less than 5%. For the eligible customers, there were two key […]

Fast Track Training: Customer Experience (CX)

Boost your rates of conversion, loyalty and advocacy with this intensive customer experience training course, covering: research and testing, strategy, user experience (UX) principles, design guidelines and persuasion techniques, mobile, new technologies, and more.

3-day course | various dates | London

From the Blog

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UX will not make you Uber, but it’s still important

In a classic scene from Monty Pythons Life of Brian, Brian/Jesus is adamantly trying to get people not to follow the crowd blindly, but to be individual and act for themselves. In a comical twist, as he tells the crowd “You’re all individual, you’ve all got to think for yourselves”, they answer in complete unison “Yes, we’re all individuals, we’ve all got to think for ourselves”.

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