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Posts tagged with Customer Experience

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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How does ‘carousel banner blindness’ damage customer experience?

Through display advertising’s history of consistently delivering irrelevant content and its design never aligning to its surroundings, consumers have nurtured a scanning reflex called ‘banner blindness’.   

This isn't a new condition, ‘banner blindness’ has been around for a very long time. 

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Brands think they provide great customer experience, consumers disagree

When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands. 

Brands appreciate the need for great CX but, according to a new report by Econsultancy, the gap between this and the customer view is considerable. 

The Consumer Conversation report, produced by Econsultancy in partnership with IBM, highlights the gap between marketers' intentions and their customers' satisfaction.

Here are a few highlights from the report...

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Do companies understand the customer journey?

Understanding the customer journey is becoming increasingly complex as the number of digital and offline touchpoints proliferate.

However it’s important to try and create an accurate map of how customers are interacting with a brand in order to optimise marketing channels and campaigns.

But to what extent are brands able to properly understand the customer journey?

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How are organisations integrating the single customer view?

Customers have assumed the position of power in their relationship with brands.

As technology gives people unprecedented information and choice regarding products or services, companies have to work twice as hard on meeting and exceeding customer expectations at every touchpoint.

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Data sources that can help optimize the customer experience

Data-driven marketing and customer experience are two of the most prominent trends in digital right now.

So how are they intertwined and how can the former be used to improve the latter?

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Mobile commerce: what have we learned after six years?

Autumn 2015 will mark six years since the release of the first mobile sites from some of the UK’s top retail brands, but how has the mobile experience changed?

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APAC Insights: MetLife’s Aaron Fuller on the digital CX in financial services

As with all industries, financial services companies have been forced to adapt their business practices to account for new digital technologies.

From a customer standpoint this has been hugely positive, as it’s now easier than ever to apply for financial products and compare costs online.

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How Boots can improve its customer journey from search to checkout

In which we take a look at the experience of searching for a product, clicking-through to an ecommerce store and purchasing the item, all from a customer’s point of view.

Much like previous investigations on UK retailers John Lewis and Halfords this explores the customer journey in a nutshell, looking at visibility, relevancy, ease-of-use and speed of experience.

Here we'll be taking a look at Boots, and making suggestions on how it can improve the customer experience and perhaps increase conversion.

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