Customer experience in 2022: What do the experts predict?
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.
Five brands winning over consumers with new omnichannel experiences
From Walmart to Pets at Home.
Figma’s Chief Customer Officer: good design inspires customer loyalty
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.
How tech might shape the beauty industry in 2022
Technology has come to the forefront – what trends are shaping the industry?
Hero Digital’s Owen Frivold: retail will start to focus less on in-store interpersonal interactions and more on convenient CX
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?
How CX analytics platforms are improving customer journeys
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.
Customer Journey Mapping Best Practice Guide
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
User Experience and Interaction Design
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
Implementing a Customer Experience (CX) Strategy Best Practice Guide
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
Social CX and Customer Service Best Practice Guide
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
Customer Retention Best Practice Guide
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
Harnessing the Power of Personalisation Best Practice Guide
A report uncovering best practice principles and considerations for developing a personalisation strategy, also providing supporting evidence for why companies should be placing personalisation high on their agenda and explores ways to develop personalisation capabilities.
Experiential Marketing Best Practice Guide
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Internet Statistics Compendium: Customer Experience
A collection of the most recent statistics and market data on online marketing, ecommerce, the internet and related digital media, drawn from Econsultancy’s Internet Statistics Database. This report is aimed at marketers looking for benchmarking stats, evidence for use cases or persuasive figures for procuring investment.
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.
Topps Tiles increases revenue by 35% by integrating in-store and online customer experience
Working with Tom&Co, the tile specialist optimised its brick-and-mortar and ecommerce user journey to boost sales and website traffic.
Savills provides personalised customer experiences with site refresh
The BIO Agency works with the real estate provider to future proof the heritage brand with a fresh new online platform.
Insurance company automates over 60% of customer service queries with chatbot
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.
2 Min
Generating and Using Personas
What a persona is, the information you need to create personas, and the data sources that will help.
2 Min
Customer Journeys and Channel Selection
What the customer journey is, the multiple touchpoints involved and opportunities to leverage.
2 Min
Customer Experience and Multichannel
The difference between multi and omnichannel and providing a seamless CX across all.
2 Min
UX Fundamentals
What a good user experience is and the website elements that can impact it.
2 Min
Personalisation
A proven way to increase ROI and revenue, and increase customer loyalty and retention.
2 Min
Understanding Testing Methodologies
A test and learn approach makes it possible to refine the customer experience.
new
4 Min
Implementing CX Best Practice
10 best practice tips for ensuring a good customer experience.
25 Min
Customer Experience (CX)
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.
23 Min
Customer Experience and Content
Learn what customer experience is and how to successfully fuse classic and digital thinking.
The future of retail: personalisation that stays cool, not creepy
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 […]
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Stats roundup: the impact of Covid-19 on ecommerce
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.
‘Brands that haven’t adopted an omnichannel strategy will struggle’: Three trends that will differentiate retail brands in 2022
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 […]
‘One size fits all’ is no longer relevant to today’s customer: Ello Media’s Anwar Sultan on CX in 2022
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 […]
Three steps for a better B2B digital experience
Chris Barnes, head of experience at Omobono, shares his three steps to success when it comes to creating a better B2B digital experience.
How Currys achieved a 56% open rate increase by optimising email subject lines in real time
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 […]
Why the future of loyalty is built on good habits
Latest research shows loyalty redefined as habitual behaviour may move the needle on customer experience.
Why ecommerce needs to shift from acquisition to nurture
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 […]
Ashley Friedlein on the new normals for 2022 in digital and marketing
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, […]
Is JD.com’s Ochama bringing New Retail to Europe?
What is Ochama and how is the format different to current European stores?
Four ways that luxury brands are building customer loyalty through digital channels
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, […]
The secret to great ecommerce experience? Collaboration
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.
