Customer Journey Mapping Best Practice Guide
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
Econsultancy Live: The Connected Consumer
London, 16 November 2022
How can brands stay relevant with increasingly connected consumers?
In a series of keynote talks and roundtable discussions, we’ll look at key themes such as customer insight, omnichannel commerce, and optimising customer journeys. And as ever we’ll ask how brands are building lasting customer relationships by bringing together tech, data, content and design.
Join us in person for a day of inspiration and debate.
Are you an Econsultancy member? Claim your complimentary ticket now.
User Experience and Interaction Design
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
Implementing a Customer Experience (CX) Strategy Best Practice Guide
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
Social CX and Customer Service Best Practice Guide
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
Customer Retention Best Practice Guide
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
Harnessing the Power of Personalisation Best Practice Guide
A report uncovering best practice principles and considerations for developing a personalisation strategy, also providing supporting evidence for why companies should be placing personalisation high on their agenda and explores ways to develop personalisation capabilities.
Experiential Marketing Best Practice Guide
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Internet Statistics Compendium: Customer Experience
A collection of the most recent statistics and market data on online marketing, ecommerce, the internet and related digital media, drawn from Econsultancy’s Internet Statistics Database. This report is aimed at marketers looking for benchmarking stats, evidence for use cases or persuasive figures for procuring investment.
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.
Gin manufacturer combines headless architecture with customisable CMS to boost revenue by 36%
Edinburgh Gin worked with Digital Six to implement progressive web apps (PWAs) that helped establish a unique identity within the parent company platform
Garden furniture retailer relaunches its enhanced website on a new platform to facilitate international expansion
Lazy Susan Furniture partnered with GPMD to overcome technical challenges, enhance its Enterprise Resource Planning (ERP) and prioritise ecommerce integrations resulting in a 145% increase in revenue.
Improved UX and CRO programme leads to increased mobile conversions for hush
Tryzens redesigned the clothing retailer’s mobile checkout page, reducing abandoned transactions and increasing the brand’s projected annual revenue.
Loyalty, flexibility and ‘bleisure’: How travel brands are adapting post-pandemic
Cross-border travel reached pre-pandemic levels this March for the first time since the start of the pandemic. With people holidaying again, how are travel companies in the industry responding to changing consumer behaviour? Here’s a look at how brands are approaching the issues of sustainability, flexibility, and loyalty. IHG and Expedia refresh loyalty programs to […]
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‘Accessibility is seen as a CSR initiative – and that needs to change’: Cyber-Duck’s Yahye Siyad on his role
Cyber-Duck’s Diversity and Accessibility Lead talks to us about the state of accessibility, common misconceptions, its place in the org and in digital transformation, and emerging tech such as the metaverse.
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We’ve made some changes to the Econsultancy website
Changes to our top nav, homepage and several landing pages will allow members to easily access our latest content and The Econsultancy Skills Cloud™ LMS.
Charging for ecommerce returns: Can it be avoided?
How can retailers, particularly in fashion, reduce the online returns rate or mitigate the cost of postal returns?
‘Retailers need to keep looking for fresh, innovative ways to provide value to the customer’: Wunderkind’s Richard Jones
Richard Jones is the CRO of performance marketing engine Wunderkind. I recently spoke with Richard about his experiences as a two-time CEO, how brands can provide genuine value to the customer in exchange for their data, and the digital marketing trends that retailers need to keep an eye on in the near future. Tell us […]
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A metaverse reality check: Understanding consumer attitudes
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?
Zelros CEO Christophe Bourguignat on AI personalisation in insurance
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.
What does Beauty Pie’s success reveal about a changing beauty 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 […]
Creating a user-centric pharma website: UX best practices
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’s Mia Sorgi on building “connected experiences” and the future of retail
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.
UX features that discount retailers are using to drive ecommerce conversions
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 […]
Lessons from John Lewis on bringing together the digital and physical at Christmas
John Lewis Customer Director Claire Pointon discusses experiential retail at Christmas and customers’ expectations of a ‘connected’ brand.
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.
