Are you using behavioural economics nudges to guide users through the “messy middle”?
Econsultancy Live: CX 2022
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.
Human insight is in high demand and customer experience is being prioritised, but this hasn’t yet translated into consistent execution of research.
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.
“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 […]
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.
Examining the roles of data, measurement and emotional connections in experience transformation.
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 […]
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.
Tryzens redesigned the clothing retailer’s mobile checkout page, reducing abandoned transactions and increasing the brand’s projected annual revenue.
TV network partnered with Candyspace to alter its user interface and make it easier for viewers to access content across different platforms.
Australian biotechnology company partnered with Rocket to increase the visibility of its products to its lab technician audience.
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?
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.
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 […]
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 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.
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 […]
John Lewis Customer Director Claire Pointon discusses experiential retail at Christmas and customers’ expectations of a ‘connected’ brand.
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. […]
In a recent webinar, Cheetah Digital’s VP Content Tim Glomb broke down some key takeaways from their latest consumer research.
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 […]
Technology has come to the forefront – what trends are shaping the industry?
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.