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
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 […]
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. With more people shopping online, every company should be considering their ecommerce business. The ecommerce […]
"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.
According to research by Ofcom, the average UK consumer checks their smartphone every 12 minutes of the waking day. This level of ‘digital dependency’ (and 24/7 connectivity) means that consumers are now more demanding than ever before.
Over the past several years, a clear digital revolution has been taking place in the financial services industry.
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 […]
10 best practice tips for ensuring a good customer experience.
The difference between multi and omnichannel and providing a seamless CX across all.
What a persona is, the information you need to create personas, and the data sources that will help.
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
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.
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.
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.
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
The daunting task of Christmas shopping is upon us once more.
According to an August 2018 study by Salesforce, 71% of shoppers use a mobile device in-store – a figure up from 62% in 2017.
According to Simpler Media’s recently-published 2019 State of Digital Experience report, which polled over 300 digital customer experience executives, data silos are the biggest challenge impeding digital customer experience efforts.
This short briefing gives an overview of user testing to help marketers understand the discipline.
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”.
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.
A staggering 98% of homepages from one million popular websites failed to meet legal accessibility standards, research by WebAIM concluded in February this year.
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”.
The virtues of accessibility are well-established but many companies still fail to make accessibility a priority when developing websites and mobile apps.
This week’s stats roundup includes news about UX, Facebook, and travel brands.
Amongst the Econsultancy blog team, we’ve been choosing some of our favourite ecommerce sites.
Beauty Bay, the independent online beauty retailer, has recently revamped its website in a bid to become a ‘digital-first’ brand.