Customer Experience

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

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.”

Yahye Siyad holding a microphone while speaking at an event

‘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.

Essential CX reports

Case Studies


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.

Latest Articles

Econsultancy's Internet Statistics Database - Travel and Leisure, holidays, gaming

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 […]

‘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 […]

More reports

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.

Microlearning Courses

Customer Experience - Econsultancy's Internet Statistics Database

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.

Quick Links