What do agency and martech folk see as the major trends in CX this year?
Join us in person or virtually at Econsultancy Live: CX 2022 – Weds 27th April
With a host of roundtable discussions on topics such as personalisation, privacy and the direct-to-consumer trend – as well as speaker sessions from brand CMOs, UX Designers and Chief Customer Officers – this event is not to be missed.
Econsultancy subscribers, get in touch for your complimentary ticket.
From Walmart to Pets at Home.
Amanda Kleha from Figma, the cloud-based design tool, talks to Econsultancy about the company, and the importance of design, particularly of digital experiences, and the nature of collaboration during the pandemic.
Technology has come to the forefront – what trends are shaping the industry?
As the world becomes increasingly digital, and ecommerce is often more convenient than going to the store, how should brick-and-mortar experiences be evolving?
Digital transformation has accelerated rapidly over the past two years. According to PwC, 53% of businesses (in a survey of 1,250 global executives) have accelerated digital transformation in this time, with 57% reporting that technology has been critical to their performance. Companies that have invested in digital technologies, processes, and behaviours in the past two […]
Econsultancy Live: CX 2022 – Weds 27th April
Join us virtually from anywhere or in person at the QEII Centre in Westminster as we hear a variety of keynote talks from CMOs and Chief Customer Officers. We’ll also debate the latest challenges and opportunities at roundtable discussions with your peers.
Webinar: Implementing a CX Strategy
This webinar draws on insights from Econsultancy’s new Digital Trends 2021 report research around customer experience, as well as the new Social CX and Service Best Practice Guide and other resources to explore what actions marketers can take to focus on delivering a great customer experience and tailor CX strategies to ensure success in 2021 and beyond.
Working with Tom&Co, the tile specialist optimised its brick-and-mortar and ecommerce user journey to boost sales and website traffic.
The BIO Agency works with the real estate provider to future proof the heritage brand with a fresh new online platform.
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.
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.
What a good user experience is and the website elements that can impact it.
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.
10 best practice tips for ensuring a good 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.
Where do you draw the line between convenient and creepy? Making it easy to hunt down a favourite product is one thing. Indeed, customer sentiment towards recommendations from a brand based on past purchases is generally positive. But having a brand hunt you down relentlessly, stalking you from site to platform to device, can put […]
The acceleration of ecommerce throughout the globe over the course of the pandemic has been hard to ignore, as consumers shopped online often out of necessity, and brands were forced to rapidly change their strategies as a result.
Ninety-two percent of CMOs are more confident in their company’s ability to attract new online customers than they were before the pandemic began, according to research from Econsultancy and SAP’s Retail Trends Playbook. This figure is perhaps unsurprising, given that online represented 29.2% of retail spending in the UK in 2021 – up 10 percentage […]
Ello Media is a Manchester-based agency that specialises in acquisition, engagement and loyalty schemes. I recently sat down with Anwar Sultan, Ello’s chief digital and strategy officer, to find out what he thinks is the real key to loyalty – and how CX will evolve this year. What would you say are the biggest factors […]
Chris Barnes, head of experience at Omobono, shares his three steps to success when it comes to creating a better B2B digital experience.
Midway through 2021, electricals company Dixons Carphone announced that it would be merging its four technology and retail businesses – Currys PC World, Dixons, Carphone Warehouse, and Team Knowhow – under the Currys brand name. Announced in May of last year, the merging of the four brands was complete by October. In its wake, the […]
Latest research shows loyalty redefined as habitual behaviour may move the needle on customer experience.
During 2020 the ecommerce market went into overdrive. US online shopping saw ten years’ worth of growth in the three months up to April 2020. And it was a similar story across global regions as lockdowns hit and consumer habits changed. For the first time, many customers turned to digital channels to track down products […]
Hybrid is here to stay. The war for digital talent intensifies. Connections become more direct. These are the new normals for 2022 in digital and marketing, according to founder Ashley Friedlein, speaking at Econsultancy’s first quarterly trends briefing of the year (subscribers can watch in full). He referred to 2020, 2021 and 2022 as, respectively, […]
What is Ochama and how is the format different to current European stores?
Luxury retailers do not typically offer loyalty programs, with regular point-based price discounting schemes going against the high-end and aspirational style of branding that the luxury sector is known for. For brands striving to be competitive, however, reputation alone is simply no longer enough to inspire loyalty, and with demand for omnichannel on the rise, […]
During the COVID-19 pandemic, consumer expectations rose quickly: an October 2020 survey by Talkdesk found that 58% of consumers said their service expectations are higher today than they were a year ago. Buying habits bear it out, too: 65% of consumers give buying preference to companies that offer quick and easy online transactions as part […]
Find the latest customer experience trends - explore the ISD
The Internet Statistics Database contains thousands of charts and statistics related to customer experience, for you to browse, save and export.