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Posts tagged with Customer Experience

Eight behavioural marketing trends & talking points from Thailand

The final of our four Asia-Pacific behavioural marketing roundtable events took place in Bangkok last week.

Senior-level marketers gathered to discuss the trends and challenges stemming from marketing automation, email and behavioural marketing.

In this post I’ll give an overview of the main topics that emerged from the roundtable conversation, and you can also read other summaries from our events in Malaysia, Singapore and the Philippines.

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Digital Transformation in Financial Services: challenges and opportunities

You don’t need to be a business strategist to realise that digital technology is radically changing the behaviour and expectations of consumers. 

This is particularly the case in the FSI sector where established brands are striving to ensure their services are as seamless as possible for customers and business prospects expecting an increasingly personalised and relevant experience across all channels, including mobile and social engagement.

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How retailers use digital technology to enhance the customer experience

It is a truly exciting time for retailers as they seek to capitalise on the massive changes in consumer behaviour driven by digital technology and mobile devices.  

Consumers are demanding more flexibility, an improved experience, better service and more channels to engage with more frequently.

All of this while demanding everything quicker and cheaper at the same time.

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Amplifying the customer experience

Industries ranging from theme parks to sports venues are amplifying the customer experience by diving deeper into data and mining insights that are timely and add value.

Delivering a breakthrough customer experience requires close collaboration between marketing and technology. 

A truly collaborative experience depends on employees throughout the organisation reaching across the aisle and participating in delighting the customers. 

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Three key takeaways from our Customer Experience Excellence Trends Briefing: Digital Cream 2015

Customer experience has been a top priority for marketers over the last 12 months. 

The average consumer has become increasingly digitally-savvy and expects more than ever from brands online. 

This has led to new roles and teams being developed that are devoted to managing and optimising the customer experience (CX).

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To build great user experiences, companies should look beyond data

Companies are collecting more data than ever about how their users interact with their websites, and thanks to sophisticated yet easy-to-use tools, techniques like A/B testing are accessible to even the smallest of businesses.

But when it comes to creating great user experiences, are companies being blinded by data?

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Pandora: customer journey from search to checkout

Every so often I like to take a look at a website that I wouldn’t normally visit, from an industry we haven’t covered that much and put it through the customer journey test.

This week it’s the turn of Pandora, an international jewellery manufacturer founded in 1982, that entered the world of ecommerce in 2011.

Similar to previous posts on Ikea and Apple, I’m going to take a look at the convenience and experience of the shopping and checkout process from the point of view of a regular visitor visiting from search.

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Google result for mobile friendly home page

Mobilegeddon one month on: five rules of thumb

Google's new search algorithm, which has been dubbed 'Mobilegeddon', was feared to bring ruin to businesses without a mobile-optimised site.

One month on, what's actually changed?

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Direct Line: improving the customer side of digital transformation

Direct Line redesigned its website last year, putting a larger focus on the rapidly growing number of mobile users wishing to access traditionally difficult to obtain information.

Just a few years ago the idea of obtaining a home or car insurance quote on the mobile web seemed at best a pipe-dream, at worst a massive hassle not worth attempting.

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Financial services industry and the barriers to personalisation

Customer experience has emerged as a key priority for many organisations over the last few years.

33% of financial service industry (FSI) respondents say that customer experience represents the single best opportunity for their company to deliver on their priorities for 2015. A percentage that is significantly higher than the average percentage across all sectors (22%).

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Who should own the customer journey?

All marketers know that managing and optimising the customer journey is important, but who is in charge of it at your organisation?

Does anyone own the customer journey? And if not, who should take responsibility?

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Experience is the brand: Brad Rencher at Adobe Summit 2015

Brad Rencher is the senior vice president and general manager of digital marketing at Adobe and yesterday Rencher delivered the keynote speech at Adobe Summit EMEA 2015.

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