VML’s luxury retail lead Ricardo Catalano outlines three tiers of digital maturity in the sector, and why some maisons take a traditional approach with minimal data activation, despite placing a premium on customer relationships.
Customer service and generative AI: a uniquely transformational moment for the industry
Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.
Luca Picardi is Head of Brand Strategy at Kallan & Co., a design studio with a virtual working model (and offices in Helsinki, Melbourne and Christchurch). He has been working across brands and digital products for the last decade. Given Picardi’s schooling at Central Saint Martins and current teaching work at BAU school of design […]
Drowning in data or relying on gut instinct? If customers want to feel valued, and marketers want efficiency and salience, where is the sweet spot of tailored communications and experiences?
“A lot of people, for a long time, have been talking the talk but perhaps not walking the walk,” said Burns, CEO at design and innovation company Magnetic, highlighting the importance of customer insight and experience design.
We’ve published a list of digital and marketing trends every January at Econsultancy for well over a decade, and have been training marketers for the better part of 20 years. Looking back at some of our annual predictions since 2010, three types of trend stand out: Trends that feel nostalgic, ideas that quickly became amusing […]
The consultant and former head of loyalty, CRM and retention at brands including Verisure, SSE and EE tells us when she was last surprised and delighted by personalised comms, and talks AI, martech and data privacy.
Sam Richardson is a consultant at Twilio. She describes the team’s focus at the customer engagement platform, as “firmly on helping our [clients] to understand the importance of developing deeper relationships with customers.” “We’re working with them to encourage a mindset shift,” she continues, “from thinking about one off transactions to how they can earn […]
Ledger, executive product manager (sign-in, registration, verification and platforms), shares her approach to the discipline, including experiments with iPlayer, the value of a product roadmap, and the foundations of accessibility.
We caught up with the influencer marketing agency’s global performance director, to discuss the dream of hyper-personalisation and the value of shared meaning.
From serving Rewards members with simple personalised email headers, to more sophisticated ‘year-in-review’ content, use of behavioural data and polling, the Asda CRM team share some key learnings from their success.
Speaking at Think Summit Europe, Boden’s Rachael Thornton discussed the brand’s email strategy, revealing that personalised content can generate a 30% uplift in conversion rate.
At Think Summit Europe, Movable Ink CEO Vivek Sharma shared how an ensemble approach to AI models can address the personalisation challenge in CRM, and how AI-as-co-pilot enables marketers to put customer over campaign.
Research shows clear benefits for companies that make personalisation part of their business strategy. This report provides guidance on how to enable and deliver personalised experiences at scale through data, tools, techniques and people.
This report looks at the strategies businesses can employ to convert demand, maximise value and optimise their ecommerce propositions.
This best practice guide discusses the key benefits of marketing automation and provides advice on strategy and implementation. It covers the opportunities marketing automation offers businesses today, as well as what the future might hold.
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.
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
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.
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.
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.
A best practice guide exploring the uses, challenges and opportunities of AR for marketers and investigating what the future of this technology might look like. It also explores whether AR will merely be a fad or a lasting form of digital engagement between marketers and consumers.
This report looks at the case for investment in gamification marketing, how to plan an effective strategy and deliver it well, including capturing data and achieving viral reach. It also looks at which brands have done it well, and considers what the future holds for gamification.
This report explains how consumer neuroscience and consumer psychology can benefit digital marketers for strategy and implementation. It examines consumer neuroscience as a market research discipline, and explores cognitive concepts that can be directly applied by digital marketers.
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.
Colorado-based pet food brand I and Love and You worked with Nosto to give new and returning customers different home page experiences to better fulfil their needs I and Love and You | Nosto
The UK-based luxury clothing brand partnered with Superco to build a website that would reflect its brand values, educate customers and build anticipation around promotional events.
The UK car repair business worked with BlueArray to overhaul its website’s internal architecture and streamline customer journeys
This quick guide looks at the business benefits of marketing automation, including the ability to deliver personalised, omnichannel experiences to customers and improve acquisition, engagement and retention. It provides an overview of the main features offered by marketing automation platforms, and the key steps to successful implementation.
This quick guide provides businesses with a starting point for putting their CX strategy into action, looking at the principles, techniques and metrics behind the delivery of exceptional customer experiences.
This quick guide provides an introduction to the fundamental principles of UX with practical guidance on designing seamless user experiences that place the customer’s needs front and centre.