Customer Experience

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

Essential reports

Customer Experience Management

A Guide to Customer Experience Management (CXM)

1. Introduction Econsultancy’s A Guide to Customer Experience Management features findings from its 2018 Customer Experience Management survey, conducted among 482 marketing professionals around the world in January and February 2018, including 299 client-side marketers and 183 agency marketers. For the purposes of this report, we have carried out separate analysis for both of these […]

Customer Retention Best Practice Guide

1. Introduction Customer retention refers to the ability of an organisation to retain the same customer over a period of time. Companies that enjoy high levels of retention benefit from more reliable revenue streams and a high degree of brand equity. Although there is a strong business rationale for focusing on customer retention, many marketers […]

Customer Journey Mapping Best Practice Guide

1. Introduction The purpose of this guide is to provide an overview of customer journey mapping. It provides a simple starting point for anyone yet to map out their customer journeys. It is also a reference for those for whom the process is underway. This guide draws insights from those who have developed complex journeys […]

Personalisation

Harnessing the Power of Personalisation Best Practice Guide

Harnessing the Power of Personalisation Best Practice Guide

1. Introduction Personalisation is all about delivering greater relevance to customers and providing a richer experience by serving the right message on the right channel at the right time. Companies that harness the power of personalisation and offer experiences tailored to each consumer’s specific needs will find their customers are more likely to continue their […]

Six essential capabilities for personalisation

Covid-19 has accelerated the importance of digital transformation. Suddenly digital is the ONLY way many companies can deliver their experiences to consumers. Of course, just having a digital channel is no longer enough. Everyone wants to deliver personalised experiences to their audiences, but how exactly do you do that? Personalisation is not easy to do, […]

Microlearning

25 Min
Customer experience

Customer Experience (CX)

Learn the fundamentals of customer experience, from who is responsible, to what makes great CX, to how marketing can improve CX. We also explain the concepts of UX and omnichannel in the context of CX.

Econsultancy

More

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27 things I need to see on an ecommerce homepage

Here are 27 elements that are commonly seen on ecommerce homepages, many essential, others desirable. If I’ve missed any, please leave a comment below… Status updates or contextual copy Current events may affect factors like price or delivery, such as Christmas, or bad weather, so adding a message to the homepage is a good way […]

Customer Experience - Econsultancy's Internet Statistics Database

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.

Topic Hubs

B2B - Econsultancy's Internet Statistics Database

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