Customer Experience

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

Econsultancy Live: What's next for CX?

Introducing our new virtual conference, Econsultancy Live: What’s next for CX? This 27-28 April, gain insights and expertise to understand customer needs and journeys.

Early bird passes are now available.

Customer Journey Mapping Best Practice Guide Packshot

Customer Journey Mapping Best Practice Guide

 ‌ Customer journey mapping is an essential piece of the puzzle when it comes to understanding and improving the customer experience. The purpose of this guide is to provide an overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.

Essential reports

Customer Experience Management

A Guide to Customer Experience Management (CXM)

1. Introduction Econsultancy’s A Guide to Customer Experience Management features findings from its 2018 Customer Experience Management survey, conducted among 482 marketing professionals around the world in January and February 2018, including 299 client-side marketers and 183 agency marketers. For the purposes of this report, we have carried out separate analysis for both of these […]

repeated plates of coffee, fried egg, strawberries and croissant in a grid pattern

Social CX and Customer Service Best Practice Guide

1. Introduction The rise in both the number and popularity of social media channels in recent years has fuelled a parallel increase in customer expectations. The ‘always on’ nature of social media, coupled with its public forum nature, means consumers and audiences – in B2C and B2B spaces alike – expect to be able to […]

Customer Retention Best Practice Guide

1. Introduction Customer retention refers to the ability of an organisation to retain the same customer over a period of time. Companies that enjoy high levels of retention benefit from more reliable revenue streams and a high degree of brand equity. Although there is a strong business rationale for focusing on customer retention, many marketers […]

webinar

Webinar: Delivering on the promise of great customer experience – Trends and strategies for 2021

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

Customer Experience (CX)

So what exactly does customer experience (CX) mean?

Customer experience is one of the leading ways that brands seek to differentiate themselves today. But what does CX mean exactly? Ahead of ‘Econsultancy Live 2021: What’s next for CX?’ – let’s explore the concept and take a look at some research that can help bring it to life. CX for the win 2020 once […]

A screen capture of the National Rail website being displayed in greyscale on Sunday 11th April 2021.

Three UX and accessibility lessons from National Rail’s greyscale fiasco

It’s an incident that we can expect to see featured in countless presentations about the importance of accessibility, user experience (UX) and design: on Sunday 11th April, National Rail changed the colour scheme of its website from its signature blue and yellow to greyscale as a mark of respect for the passing of Prince Philip, […]

Personalisation

Harnessing the Power of Personalisation Best Practice Guide

Harnessing the Power of Personalisation Best Practice Guide

1. Introduction Personalisation is all about delivering greater relevance to customers and providing a richer experience by serving the right message on the right channel at the right time. Companies that harness the power of personalisation and offer experiences tailored to each consumer’s specific needs will find their customers are more likely to continue their […]

Six essential capabilities for personalisation

Covid-19 has accelerated the importance of digital transformation. Suddenly digital is the ONLY way many companies can deliver their experiences to consumers. Of course, just having a digital channel is no longer enough. Everyone wants to deliver personalised experiences to their audiences, but how exactly do you do that? Personalisation is not easy to do, […]

Briefings

User experience

User Experience and Interaction Design for Mobile and Web

User Experience and Interaction Design for Mobile and Web

1. About this Guide 1.1. How this guide is structured Econsultancy’s series of best practice guides have been created for professionals who typically work in marketing or ecommerce roles. The guides steer readers to ensure that projects and strategies are executed in the right way for optimal results. This guide to mobile and web user […]

Customer journey mapping

Customer Journey Mapping Best Practice Guide

1. Introduction The purpose of this guide is to provide an overview of customer journey mapping. It provides a simple starting point for anyone yet to map out their customer journeys. It is also a reference for those for whom the process is underway. This guide draws insights from those who have developed complex journeys […]

Industry briefings

car on the road
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How digital is changing the automotive customer experience

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 […]

How digital is shaping customer experiences for FMCG brands

FMCG brands have historically generated the lion’s share of their sales offline, with consumers typically buying their groceries, toiletries, and other consumables from supermarkets or third-party retail stores. In recent years, however, the rise of digital technologies has resulted in changing consumer expectations, and a greater demand for convenience, better brand relationships, and an omni-channel […]

Microlearning

25 Min
Customer experience

Customer Experience (CX)

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.

Econsultancy

Experiential marketing

Experiential Marketing Best Practice Guide

1. Introduction This guide has been written to help senior marketers better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value. Its purpose is to help brands plan and execute experiential marketing activities and to be mindful of the challenges involved. New studies show that we are continuing […]

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.

Topic Hubs

B2B - Econsultancy's Internet Statistics Database

B2B