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.
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 […]
Foreword Welcome to Adobe’s Digital Trends report, our annual survey of marketing, advertising, ecommerce, creative and technology professionals around the world. Now in its 10th year, Digital Trends continues to reveal the most significant shifts in the industry that are driving marketing strategies, company investment and consumer behaviour. This 10th edition of the report gives […]
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.
According to research by Ofcom, the average UK consumer checks their smartphone every 12 minutes of the waking day. This level of ‘digital dependency’ (and 24/7 connectivity) means that consumers are now more demanding than ever before.
Over the past several years, a clear digital revolution has been taking place in the financial services industry.
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 […]
What a persona is, the information you need to create personas, and the data sources that will help.
What the customer journey is, the multiple touchpoints involved and opportunities to leverage.
The difference between multi and omnichannel and providing a seamless CX across all.
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
A test and learn approach makes it possible to refine the customer experience.
Learn the fundamentals of customer experience, from who is responsible, to what makes great CX, to how marketing can improve CX. We also explain the concepts of UX and omnichannel in the context of CX.
Learn what customer experience is and how to successfully fuse classic and digital thinking.
This webinar looks at some of the key trends and insights around personalisation from our Harnessing the Power of Personalisation report, including:
If P&C Insurance employs chatbot platform GetJenny to take care of repetitive questions, improving customer satisfaction scores and freeing the customer service team to take care of clients with more complex queries.
After a three-month discovery phase, including the review of thousands of comments and survey responses, agency Tangent could map out customer needs, allowing it to build seamless journeys into the energy company’s website.
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 […]
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
As OTT options proliferate, driven by consumer demand for low-cost, flexible and customized content offerings, cable companies are experiencing painful losses.
Your stats round up for this week features CX, voice search, the gaming industry and marketers’ top objectives.
How can companies create a positive employee experience?
You may have noticed that we’ve given the Econsultancy website a little design refresh for the new year.
Here we are, joining the bandwagon of 2020 marketing predictions.
Conversational user interfaces (CUI) give us the potential to communicate with machines simply and naturally.
Black Friday came and went before you could say ‘peak capitalism’.
Kyle Cassidy is the user experience design (UXD) chief at Dept, an agency founded as recently as 2016, but which has become one of the fastest-growing digital agencies in Europe through acquisitions. Cassidy gives us a particularly revealing insight into the world of UXD in agencyland, from the skills required, to the bittersweet feeling of […]
This short briefing gives an overview of user testing to help marketers understand the discipline.
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”.
One might expect that big, successful brands would provide some of the best examples of user-centered design, but in reality, big brands are among the worst abusers of dark patterns — deceptive user interfaces and components that can trick users.
A staggering 98% of homepages from one million popular websites failed to meet legal accessibility standards, research by WebAIM concluded in February this year.
