Customer Experience

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

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.

Key points include:

  • trends impacting personalisation and why personalisation matters.
  • understand the challenges around personalisation and how companies are overcoming these.
  • the exciting opportunities and key digital priorities for marketers in 2019.

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 […]

Consumer Neuroscience and Digital Marketing

1. Introduction 1.1. Executive summary Billions are being spent on digital marketing each year[1] and the availability of digital analytics is better than ever. Although these tools are hugely beneficial to brands, they empower digital marketers to understand the ‘what’ much more than the ‘why.’ With a heavy focus on machine-optimised performance marketing, many new […]

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 […]

Case Studies

piggy-bank-on-blue-background

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

Microlearning

UX fundamentals

Content in the customer journey, UX optimisation and conversion

Looking for CX statistics and market data?

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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