Customer Experience

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

Digital innovation in customer service: an overview

This briefing covers new and emerging trends within customer service, from call centre innovation to virtual agents, and examples of brands setting the bar.

Latest Research, Trends and Best Practice

Ecommerce Trends

1. Introduction By the end of 2019, there will be close to 1.92 billion online buyers, representing around 25% of the world’s population shopping online. This figure is rapidly rising and is expected to reach 2.14 billion people in 2021.[1] With more people shopping online, every company should be considering their ecommerce business. The ecommerce […]

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"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.

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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 […]

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.
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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

From the Blog

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UX will not make you Uber, but it’s still important

In a classic scene from Monty Pythons Life of Brian, Brian/Jesus is adamantly trying to get people not to follow the crowd blindly, but to be individual and act for themselves. In a comical twist, as he tells the crowd “You’re all individual, you’ve all got to think for yourselves”, they answer in complete unison “Yes, we’re all individuals, we’ve all got to think for ourselves”.

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