Trends & Innovation

Innovating the Digital Customer Experience

By Econsultancy,

Successful innovation starts with the customers, and this Econsultancy report, in association with Jahia, takes a closer look at innovation within digital customer experience. 

The report is based on interviews with senior executives working for international brands, and covers current innovation, inspiring case studies and how to get company buy-in. 

What you'll learn:

  • How to innovate and 'visionate' for your company.
  • Leadership skills essential to innovation.
  • How to future-proof innovation and keep it agile.
  • How to maintain growth when competition is rife.
  • How to secure much-needed company buy-in to pursue innovation.
  • What steps have been put in place to encourage innovation by recognised international brands.

Download the report to view more.


Our thanks go to:

  • Joe Guith, President, Cinnabon
  • Edwin Bos, VP Innovation, Reevoo
  • Cameron Worth, CEO, SharpEnd
  • Markus Wulff, Digital Innovation, Absolut
  • Fredrik Thorsén, Head of Digital Marketing, Absolut
  • Andre Eikmeier, Co-Founder and Joint CEO, Vinomofo
  • Mariano Dima, Global CMO, HomeAway
  • Dominique Ansel, Chef Patron, Dominique Ansel Bakery
  • Amber Gadsby, Director of Digital Experience, Domino's
  • Debbie Hulme, Senior Customer Experience Manager, Virgin Atlantic
  • Omaid Hiwaizi, President of Global Marketing, Blippar

Contributing Authors


Morag Cuddeford-Jones

More reports from Morag Cuddeford-Jones

Morag is an experienced business and marketing journalist with more than 10 years in the field. She covers a range of sectors including technology, retail banking, social media, pharma, public health and motoring.

Morag writes for a variety of well-known national publications as well as contributing to broadcast media and industry-specific reports. She also consults for brand and marketing providers on content and brand management. Morag, who has previously been an associate editor of Brand Strategy magazine, always aims to create copy that is exciting to write, engaging to read and profitable for all concerned.

Table of contents

1. Executive Summary

  • About Econsultancy
  • About Jahia

2. Methodology

3. Defining Digital Experience Innovation

4. How to Innovate Digital Experience

5. Practical Agility

6. Marginalizing Competition

7. The Successful Innovator's Toolkit

8. Conclusion and Future Guidance


  • Pdf SAMPLE: Innovating the Digital Customer Experience (706 KB PDF)
  • Pdf Disabled Innovating the Digital Customer Experience (1.05 MB PDF)

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