Customer journey mapping is an essential piece of the puzzle when it comes to understanding and improving the customer experience.
The purpose of this guide is to provide an overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
1. Executive Summary The first Consumerization of Healthcare report, published in 2019, examined the industry through the lens of modern customer experience (CX). The study explored consumers’ relationships with their healthcare providers, their changing views on loyalty and their desire for more and digital services. In parallel with consumer opinion is corporate priority, and customer […]
Foreword Welcome to Adobe’s Digital Trends report, our annual survey of marketing, advertising, ecommerce, creative and technology professionals around the world. Now in its 10th year, Digital Trends continues to reveal the most significant shifts in the industry that are driving marketing strategies, company investment and consumer behaviour. This tenth edition of the report gives […]
Foreword Welcome to Adobe’s Digital Trends report, our annual survey of marketing, advertising, ecommerce, creative and technology professionals around the world. Now in its 10th year, Digital Trends continues to reveal the most significant shifts in the industry that are driving marketing strategies, company investment and consumer behaviour. This tenth edition of the report gives […]
Foreword Across the world, and in all aspects of our lives, consumers increasingly expect brands to intuitively deliver a personal, emotive digital experience. This trend has been turbo-charged by the digital revolution and evolving consumer behaviours. The rise of data, artificial intelligence, voice technology and augmented reality – the new frontiers of innovation – are […]
Acknowledgements John Bernard Dexcom Marketing DirectorSteve Challouma Birds Eye Marketing DirectorRadha Davies Virgin UK Brand Development DirectorMark Evans Direct Line Managing Director, Marketing & DigitalKate Ghandi UKTV Marketing DirectorMargaret Jobling Centrica Chief Marketing OfficerAlison Jones Co-Op Chief Customer OfficerPeter Markey TSB Chief Marketing OfficerCiaran Nelson Anglian Water Director of Brand CommunicationsEllie Norman F1 Director of […]
Foreword Welcome to Adobe’s Digital Trends report, our annual survey of marketing, advertising, ecommerce, creative and technology professionals around the world. Now in its 10th year, Digital Trends continues to reveal the most significant shifts in the industry that are driving marketing strategies, company investment and consumer behaviour. Alvaro Del PozoVP, Marketing, Adobe International This […]
Foreword Welcome to Adobe’s Digital Trends report, our annual survey of marketing, advertising, ecommerce, creative and technology professionals around the world. Now in its 10th year, Digital Trends continues to reveal the most significant shifts in the industry that are driving marketing strategies, company investment and consumer behaviour. Alvaro Del PozoVP, Marketing, Adobe international This […]
This guide aims to cover all the key aspects of product design for desktop and mobile and equips readers with the tools and techniques to achieve clear, measurable business objectives. It contains some useful reflections on the state of UX as a discipline, including an overview of how organisations that are getting it right are organising their teams to build products that people like to use.
What a persona is, the information you need to create personas, and the data sources that will help.
What the customer journey is, the multiple touchpoints involved and opportunities to leverage.
The difference between multi and omnichannel and providing a seamless CX across all.
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
A test and learn approach makes it possible to refine the customer experience.
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.
Learn what customer experience is and how to successfully fuse classic and digital thinking.
Here we are, joining the bandwagon of 2020 marketing predictions. Except we’d like to think that at Econsultancy we have a discerning group of expert friends who will give us a bit more than the standard ‘watch out for voice UIs’ or ‘break down data silos’.
The high volume and cost of customer returns and how to deal with it is considered one of the biggest issues currently facing online retailers.
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 an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce / digital, sales, product development, service design and leadership.
That’s what happens in startups, and it’s easy to do when you’re a small band of merry men and women led by a charismatic founder. But how easy is it for a big multinational? How does that actually work?
Stitch Fix is an online personal styling service that sends a curated selection of clothing and accessories to customers, using a mix of machine learning and human selection.
Across the marketing industry, the customer experience is more of a focus than ever before. Thanks to companies like Amazon, Netflix and Spotify establishing themselves as market leaders by creating a seemingly effortless customer experience – personalised, tailored and intuitive – the bar (and customers’ expectations) has been set for any other company that wants to do business in 2020.
Think about the last time you searched for a product online. If you’re like 93% of digital shoppers, the experience started in a search bar with a few keywords that felt relevant to what you were looking for.
Back in 2017, a study by Kalibri Labs found that hotels were seeing a faster rate of growth in hotel site bookings compared to online travel agencies (OTAs).
There’s a bumper round-up of stats for you this week.
What is it about your brand or business that makes it unique? Why should a customer shop with your brand and not a competitor?
With UK consumers reportedly spending over $2 billion each year on monthly subscription boxes – often built on the promise of convenience – it is a thriving market.
Nike’s DTC ambition is no secret, but a notification on my phone about the impending release of the much-talked-about Alphafly Next% running shoe made me realise I don’t want to buy from any old retailer.
There are numerous benefits to investing in training and learning opportunities for your workforce while they are on the job.
Supermarket brand Sainsbury’s has just unveiled a new type of concept store in Mansion House, London with an emphasis on sustainability, customer centricity and hyperlocal purchasing habits.
Personalisation has been a top priority for marketers for some time now.
User experience (UX) is the most important aspect of any product. Well-designed UX drives user engagement. But badly designed UX doesn’t just cause app abandonment. It’s also been proven to damage your overall brand, making users less likely to engage with you in the future. How can you avoid this? By considering the science and […]
Is personalisation still worth it? Or as Ashley Friedlein suggests, does it merely need re-defining? Here’s a round-up of studies to reinforce the importance of personalisation, and how marketers are currently approaching it.
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 […]
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
