Trend Briefings

Voice of the Customer: Listen, Measure, Act


The Voice of the Customer research sets out to discover what VoC means to businesses, how they are implementing it, and to outline some of the best practice approaches for building a VoC strategy. The report is based on in-depth interviews with senior-level executives working within ecommerce, online and marketing departments, from companies including Schuh, Tesco Mobile, Selfridges, AXA Insurance, Deckers Outdoor, News UK and Silver Star Brands. 

Trend Briefings

Why Brands are Stuck on Like and Failing at Love


This is our fourth report in our ‘Masters of CX’ series. Written by the President of digital marketing agency Twist Image, Mitch Joel, Why Brands are Stuck on Like and Failing at Love explores what brands can do to move their mindsets away from likes and clicks -  and move towards falling in love with their consumers.

Trend Briefings

Single Customer View - Myth or Reality?


A 'single customer view' (SCV) is the nirvana of data-driven marketing and customer engagement. This report, produced in partnership with Innometrics, investigates the current landscape for businesses seeking to obtain that single customer view, and looks at how brands are approaching the gap between digital and retail. 

Trend Briefings

State of Ecommerce in China


The State of Ecommerce in China report, published by Econsultancy in partnership with hybris, an SAP company, explores China’s dynamic ecommerce landscape, looking at key trends and developments, their business implications for both domestic and international retailers, and the barriers to successful adoption of various approaches.

Trend Briefings

Delivering Value in the Data Exchange


The Delivering Value in the Data Exchange research explores how smarter data collection, management and use delivers greater benefits for both the customer and the brand. The report, produced in partnership with Acxiom, is based on interviews with senior executives working for brands, as well as an online survey of 1,000 UK consumers.

Trend Briefings

Masters of CX


The Masters of CX is a series of briefings from industry heavyweights on the new keys to outstanding customer experience. We’re delighted to be working with some of the most influential authors within digital marketing: Jay Baer, Brian Clark, Mitch Joel, Lee Odden, Ted Rubin and Mark Schaefer.

Trend Briefings

Empower your Employees to Power your Customer Experience


This is the third report in our ‘Masters of CX’ series. Written by leading Social Marketing Strategist Ted Rubin, Empower your Employees to Power your Customer Experience outlines the the fastest way to devolve from the old “agency” way of thinking to social communication - empower those who work for you to create conversation and represent your brand.

Trend Briefings

Influencing the Influencers - The Magic of Co-Created Content


This is the second report in our ‘Masters of CX’ series. Written by co-founder and CEO of TopRank Online Marketing, Lee Odden, Influencing the Influencers - The Magic of Co-Created Content outlines and explains best practices for working with and influencing influencers to co-create content.

Trend Briefings

Winning Hearts in Real-Time


This is the first report in our ‘Masters of CX’ series. Written by New York Times bestselling author, Jay Baer, Winning Hearts in Real-Time provides a inspiring and practical guide to real-time marketing.

Trend Briefings

Quarterly Digital Intelligence Briefing: Delivering Digital Experiences


The Delivering Digital Experiences Briefing, produced by Econsultancy in partnership with Adobe, explores the increasingly central role of web content management as a key building block for delivering personalised, multichannel experiences. The report is based on a global survey of around 1,000 respondents across marketing, web development and IT functions, an impressively high response rate which shows how seriously organisations are continuing to take this aspect of their business.