The fintech revolution and its effect on customer experience in financial services
Over the past several years, a clear digital revolution has been taking place in the financial services industry.
"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 […]
How digital is shaping customer experiences in the beauty industry
The beauty industry is a saturated market, filled with a multitude of brands vying for the attention and loyalty of consumers. A stand-out product or interesting story is no longer enough to succeed, it seems, as consumers become increasingly demanding and more digitally-savvy than ever before.
2019 Email Marketing Industry Census
Executive Summary The 13th annual Email Marketing Industry Census, published by Econsultancy in partnership with Upland Adestra, is based on an online survey of more than 400 marketers carried out in June and July 2019. The report contains comprehensive analysis of survey data and a comparison with results from previous years, as well as insights from […]
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 […]
Customer Data Platforms Best Practice Guide
1. Introduction Organising large amounts of customer data is becoming a huge challenge for marketers who want a ‘360 degree view’ of their customers. Customer data platforms (CDPs) offer a way for organisations to bring together disparate customer data into one place, to allow for the easy sharing of this information with other systems. This […]
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.
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 […]
UK Power Networks transforms online presence to create seamless customer journeys
After a three-month discovery phase, including the review of thousands of comments and survey responses, agency Tangent could map out customer needs, allowing it to build seamless journeys into the energy company’s website.
Insurance company automates over 60% of customer service queries with chatbot
If P&C Insurance employs chatbot platform GetJenny to take care of repetitive questions, improving customer satisfaction scores and freeing the customer service team to take care of clients with more complex queries.
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
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 […]
Small banks are playing a big behind-the-scenes role in the fintech revolution
With the fintech revolution disrupting even the largest financial institutions, one might expect that small, community banks would have no chance of keeping up. But as it turns out, these institutions are playing a key role in the fintech revolution.
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”.
Three dark patterns used by big brands and why they should be avoided
One might expect that big, successful brands would provide some of the best examples of user-centered design, but in reality, big brands are among the worst abusers of dark patterns — deceptive user interfaces and components that can trick users.
Scope’s digital team on how brands can improve their online accessibility
A staggering 98% of homepages from one million popular websites failed to meet legal accessibility standards, research by WebAIM concluded in February this year.
How the team behind NHS Digital transformed the UK’s online health service
NHS Digital is the information and technology partner to the National Health Service. In the words of Owain Davies, Lead Product Owner at NHS Digital, it is “just one part of one of the country’s best-known institutions”.
Website and mobile app accessibility is a priority after Supreme Court ruling
The virtues of accessibility are well-established but many companies still fail to make accessibility a priority when developing websites and mobile apps.
The best digital marketing stats we’ve seen this week
This week’s stats roundup includes news about UX, Facebook, and travel brands.
Which ecommerce sites are getting it right? Here’s 21 of the best…
Amongst the Econsultancy blog team, we’ve been choosing some of our favourite ecommerce sites.
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How Beauty Bay’s new website combines content, commerce and awesome UX
Beauty Bay, the independent online beauty retailer, has recently revamped its website in a bid to become a ‘digital-first’ brand.
Five financial services websites with great content design
Digital transformation within the financial services sector is ongoing.
15 excellent examples of content design & UX on travel websites
The online travel industry is big business. In a recent report, The Association of British Travel Agents (ABTA) found that four in five people in Britain chose to book their holidays online in 2018.
Seven not-for-profit websites with great UX
Not-for-profit organisations and charities are not always known for their outstanding UX, or indeed great design, when it comes to their websites.