Training ranks above hiring as quickest way to add digital skills: report
Senior staff responding to Econsultancy’s latest skills survey gauge the relative merits of training, hiring and outsourcing in adding new digital skillsets.
Rebecca Sentance
Chatbot evolution: Intercom and Yext on moving beyond human-in-the-loop customer service
While many businesses make use of online chatbots, the experience of conversing with one can be frustrating, particularly in a customer support context. Fergal Reid, Senior Director of Machine Learning at Intercom, and Nico Beukes, Managing Director at Yext, talk about the chatbots they are testing with generative AI and how they guard against errors.
How Marvel Entertainment connects with fans across the social media multiverse
Marvel Entertainment’s Executive Director of Social Media, Adri Cowan, took to the stage at Econsultancy Live: April 2023 to discuss the brand’s multi-generational, multi-platform fanbase, including how her team adapted its TikTok strategy.
Specsavers’ head of analytics on talent hunting: we’re ‘less focused solely on GA and technical skills’
In January, the 2023 Marketing Week Career and Salary Survey found that more than a third (34.4%) of marketers identified data and analytics as a significant skills gap within their organisation, making it the biggest marketing skills gap for the second year in a row. The question of how to tackle marketing’s various skills gaps […]
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.
TGI Fridays on CRM, rewards and ‘innovating on celebrations’
At a recent event, interim CEO of TGI Fridays Julie McEwan spoke about the brand’s work to innovate on its legacy and invest in digital platforms.
“We never lost sight of giving the customer what they want”: how Greggs balances tech with customer excellence
At Retail Week Live, Greggs’ IT and Digital Director Tony Taylor explored the highs and lows of the company’s digital transformation.
CitrusAd’s Mark Williamson: fully outsourcing retail media isn’t “a winning model”, retailers need “skin in the game”
The SVP Client Strategy & Development at retail media platform CitrusAd gave his thoughts on the question of in-housing versus outsourcing for major retailers developing their own media programmes.
The CTV ecosytem may soon have its ‘year of mobile’
Quantcast VP EMEA Matt White discusses the growth of connected TV, and draws parallels with a time before Facebook went mobile and the mobile ecosystem exploded.
Amid retail media FOMO, how can the smaller players compete?
Retail media is now a core function at the big players like Walmart, but how can smaller retailers compete in a fragmented retail media landscape? We ask Mark Williamson from retail media platform CitrusAd.
Arena Flowers on building an operating platform for the new realities of ecommerce
CEO John Hackett discusses pandemic growth, building a platform that can cope with 150,000 personalised orders in 12 hours on Mother’s Day, the acquisition of D2C brand Patch Plants, and current challenges in ecommerce.
‘AI-powered’ search is off to a problematic start. Can Google and Bing fix it?
Google and Microsoft are racing to be the first to launch generative AI chat in search, with release announcements coming within days of one another. However, the problems are already beginning to show. What are they, and how could they be addressed?
Digital Transformation Monthly – September 2022
This edition of Digital Transformation Monthly reports on key trends shaping digital marketing and ecommerce, including the launch of a new fashion resale marketplace, new regulation of BNPL services in the UK and Netflix’s upcoming ad-supported subscription tier.
Digital Transformation Monthly: The Marketplace Opportunity
This edition of Digital Transformation Monthly reports on the rise of marketplaces across B2C and B2B sectors, looking at key stories that illustrate the wide variety of functions that marketplaces can serve, and the potential benefits and challenges for businesses.
Digital Transformation Monthly: The Rise of Retail Media Networks
This special edition of Digital Transformation Monthly looks at the rise of retail media networks and the conditions that have led to their growing appeal, featuring key stories from individual retailers.
Digital Transformation Monthly – May 2022
May’s edition of Digital Transformation Monthly looks at developments in the travel industry, from loyalty schemes to Uber’s rise as a super app, the online marketplaces helping big brands contribute to the circular economy, AI advancements within the beauty industry, and many more stories.