Customer Experience Best Practice, Trends, Case Studies

Personalisation Best Practice Guide

Research shows clear benefits for companies that make personalisation part of their business strategy. This report provides guidance on how to enable and deliver personalised experiences at scale through data, tools, techniques and people.

Best Practice Ecommerce

Ecommerce Best Practice: Converting Demand

This report looks at the strategies businesses can employ to convert demand, maximise value and optimise their ecommerce propositions.

Best Practice Email and eCRM

Marketing Automation Best Practice Guide

This best practice guide discusses the key benefits of marketing automation and provides advice on strategy and implementation. It covers the opportunities marketing automation offers businesses today, as well as what the future might hold.

Best Practice User Experience and Usability

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.

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Best Practice Strategy

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.

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Best Practice Social

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.

Best Practice Customer Experience

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.

Best Practice Customer Experience

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.

Best Practice Customer Experience

A Marketer’s Guide to Augmented Reality (AR)

A best practice guide exploring the uses, challenges and opportunities of AR for marketers and investigating what the future of this technology might look like. It also explores whether AR will merely be a fad or a lasting form of digital engagement between marketers and consumers.

Best Practice Customer Experience

Gamification Marketing Best Practice Guide

This report looks at the case for investment in gamification marketing, how to plan an effective strategy and deliver it well, including capturing data and achieving viral reach. It also looks at which brands have done it well, and considers what the future holds for gamification.

Best Practice Customer Experience

Consumer Neuroscience and Digital Marketing

This report explains how consumer neuroscience and consumer psychology can benefit digital marketers for strategy and implementation. It examines consumer neuroscience as a market research discipline, and explores cognitive concepts that can be directly applied by digital marketers.

Best Practice Innovation and Trends

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.

UK furniture brand grows revenue by 13% with ecommerce platform overhaul

Funky Chunky Furniture worked with Venture Streamto migrate its website to Shopify Plus

Real Estate and Property Case Studies

Senior living property owner boosts website traffic by 24% through customer journey optimisation

US-based StoryPoint Group worked with SSDM to consolidate three brands

Retail Case Studies

UK arts and crafts supplier boosts conversion rate after implementing new ecommerce platform

Baker Ross worked with The Pixel to migrate its website to Magento 2

Article Data and Analytics

Preparing for the post-cookie world: Less than a third of marketers have a “robust measurement system” in place

Findings from Econsultancy’s newly-published Future of Marketing 2023 report show that just 8% of marketers say they are “fully prepared” for the continued cookie crackdown – and only half say they offer a clear value exchange for customer data.

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Article Mobile

NHS app needs to demonstrate “continuing value” in order to succeed: report

The NHS official app has been widely downloaded by patients, but a new digital transformation report from the Health and Social Care Committee asserts that more needs to be done to convince users of its value.

Article Customer Experience

Travel: How OTAs are adding generative AI to test the future of trip planning

Online travel agencies and startups are integrating with ChatGPT and Bard to enhance the travel planning (and potentially booking) experience, in an industry that still contains plenty of legacy technology.

Quick Guides Omnichannel

Quick Guide to Marketing Automation

This quick guide looks at the business benefits of marketing automation, including the ability to deliver personalised, omnichannel experiences to customers and improve acquisition, engagement and retention. It provides an overview of the main features offered by marketing automation platforms, and the key steps to successful implementation.

Quick Guides Customer Experience

Customer Experience

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

Customer service and generative AI: a uniquely transformational moment for the industry

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‘People have been talking about personalisation for years’: Movable Ink’s James Glover on how brands can now deliver on its promise

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