Demystifying non-linear retail search journeys with behavioural economics
Are you using behavioural economics nudges to guide users through the “messy middle”?
‘The customer is at the heart of our thinking’: Behind the transformation of Specsavers’ customer experience
At Econsultancy Live: CX 2022, Specsavers Group CRM and Analytics Director Tina Christison sat down with Econsultancy’s Steffan Aquarone to share how Specsavers’ approach to the customer has evolved.
CX research needs to be BAU if it’s as important as Marketing says it is
Human insight is in high demand and customer experience is being prioritised, but this hasn’t yet translated into consistent execution of research.
Katy Lindemann on CX transformation: employees are central characters, not supporting cast
Speaking at Econsultancy Live: CX 2022, Grey Consulting’s Katy Lindemann suggests that the past couple of years has seen a shift in the way companies think about company culture and transformation projects.
Bionic’s third age of CX: hybridising digital and world-class human service
“We’re entering a third era of customer experience,” argued Glyn Britton, Bionic’s Chief Customer Officer, at Econsultancy Live last week. Britton believes this is the case because – despite CX leaders being three times more likely to outperform their sector than mainstream competitors, according to Econsultancy research – “there are some really fundamental customer needs […]
Barilla’s VP Data & Analytics: ‘at the end of the day, we want to get more people to enjoy our brilliant pasta’
Lyndsay Weir discusses how to build a data team with an external lens, one that is designed to serve the consumer and not exist merely as an internal business function or silo.
Three key ideas shaping customer relationships in the new age of experience
Examining the roles of data, measurement and emotional connections in experience transformation.
How CX analytics platforms are improving customer journeys
Digital transformation has accelerated rapidly over the past two years. According to PwC, 53% of businesses (in a survey of 1,250 global executives) have accelerated digital transformation in this time, with 57% reporting that technology has been critical to their performance. Companies that have invested in digital technologies, processes, and behaviours in the past two […]
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.
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.
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.
Improved UX and CRO programme leads to increased mobile conversions for hush
Tryzens redesigned the clothing retailer’s mobile checkout page, reducing abandoned transactions and increasing the brand’s projected annual revenue.
ITV Hub update increases monthly active users by 19%
TV network partnered with Candyspace to alter its user interface and make it easier for viewers to access content across different platforms.
Redesigned website and improved SEO raise BMS’s conversion rate by 171%
Australian biotechnology company partnered with Rocket to increase the visibility of its products to its lab technician audience.
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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 […]
Creating a user-centric pharma website: UX best practices
In the age of Covid-19 and digitally-oriented healthcare engagement by both patients and healthcare professionals (HCPs), a pharma company’s web presence is more important than ever. Sometimes referred to as ‘portals’, pharma websites are the means through which HCPs and the general public can access information about pharma products and research, and the experience they […]
PepsiCo’s Mia Sorgi on building “connected experiences” and the future of retail
PepsiCo Europe Director of Digital Product and Experience Mia Sorgi discusses her role, including experience design across digital touchpoints, innovation in digital ordering and trends such as retail media and Just Walk Out.
UX features that discount retailers are using to drive ecommerce conversions
An increasing number of discount stores have invested in ecommerce in the last few years, often providing home delivery only for higher-priced items, or for minimum order values. At a time of inflationary pressures and increased cost of living, customers may be seeking out these options more readily online. So how do these retailers encourage […]
Lessons from John Lewis on bringing together the digital and physical at Christmas
John Lewis Customer Director Claire Pointon discusses experiential retail at Christmas and customers’ expectations of a ‘connected’ brand.
Brands should fix the roof before it rains with a proactive loyalty scheme: Prezzee’s James Malia
Consumers are increasingly questioning how they spend (and how they can cut back) due to rising living costs. In the UK, BRC figures show sales growth is slowing, with March 2022 seeing a rise of 3.1%, down on a 6.7% rise the month previously. For brands, tighter budgets could have an impact on customer loyalty. […]
Email continues to convert but “everything a customer receives should make them feel valued”: Cheetah Digital’s Tim Glomb
In a recent webinar, Cheetah Digital’s VP Content Tim Glomb broke down some key takeaways from their latest consumer research.
The future of retail: personalisation that stays cool, not creepy
Where do you draw the line between convenient and creepy? Making it easy to hunt down a favourite product is one thing. Indeed, customer sentiment towards recommendations from a brand based on past purchases is generally positive. But having a brand hunt you down relentlessly, stalking you from site to platform to device, can put […]
How tech might shape the beauty industry in 2022
Technology has come to the forefront – what trends are shaping the industry?
Hero Digital’s Owen Frivold: retail will start to focus less on in-store interpersonal interactions and more on convenient CX
As the world becomes increasingly digital, and ecommerce is often more convenient than going to the store, how should brick-and-mortar experiences be evolving?
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.
