Customer Experience

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

Briefings

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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 […]

Latest Research, Trends and Best Practice

Gamification Marketing Best Practice Guide

1. Introduction In a July 2018 survey by Reflect Digital, 58% of consumers said that online ads and marketing have little or no influence on their buying behaviour, while 27% said they were somewhat influenced. Only 5% said they were extremely influenced. Brands need to continue to find new ways to not only be heard […]

Generating and using personas

What a persona is, the information you need to create personas, and the data sources that will help.

Personalisation

A proven way to increase ROI and revenue, and increase customer loyalty and retention.

Harnessing the Power of Personalisation Best Practice Guide

Personalisation webinar

This webinar looks at some of the key trends and insights around personalisation from our Harnessing the Power of Personalisation report, including:

  • The trends impacting personalisation and why personalisation matters.
  • The exciting opportunities and key digital priorities for marketers in 2019.

Case Studies

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Global bank lifts conversion rate from 5% to 72% with new digital strategy

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 […]

Fast Track Training: Customer Experience (CX)

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

Editor’s Picks

Customer Lifetime Value Report - Econsultancy

Understanding Customer Lifetime Value

1. Executive Summary Customer Lifetime Value (CLV) is considered one of the most important factors in determining present and future success of a business. However, less than half of those surveyed for this research said they were able to measure CLV. With it costing less to retain a customer than acquire a new one and […]

stats

"Globally, 67% of travelers say they use voice technology for trip status related queries"

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.

From the Blog

Consumerization of Healthcare report

The Consumerization of Healthcare

1. Executive Summary “We don’t sell a product, we sell an experience.” That’s how 62% of marketing executives in the wellness and healthcare category describe their business. Healthcare marketers know that their market is changing as the power dynamic shifts toward the consumer. What isn’t so clear is what to do about it. Based on […]

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