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Posts in Customer Experience

A day in the life of... Feefo CCO & co-founder

Our ever-popular Day in the Life feature this week catches up with Matt Eames, CCO and co-founder of Feefo, the reviews specialist.

Let's find out what he does with his time..

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Are organizations well-equipped for omnichannel marketing?

Our new Succeeding in the Omnichannel Age report, published in association with Adobe, delves into the ways organizations are stepping up to the challenge of marketing integration.

The results are a mixed bag.

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The customer experience revolution requires advertising with purpose

Whether you are in marketing and advertising or product design and management, it is impossible to avoid the term ‘customer experience’.

The two words litter agency pitches, vendor websites, trade press and conferences and, increasingly, job titles.

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Three things marketers must do to deliver a brilliant omnichannel experience

The omnichannel revolution has begun.

In a 2016 study, Nielsen found that 87% of Australian consumers 'often' or 'sometimes' look at an item online before buying it in a store. 

Recent research by Google backs this up. According to its data, more than two in five (42%) of in-store consumers research online while in stores.

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Four ways to avoid 'creepy' personalisation

Personalisation is one of the hottest topics in marketing; the promise of segmenting customers into 'markets of one' is alluring for any brand.

But the pushback from consumers is almost as strong. That feeling of being 'watched' may be enough for consumers to abandon a website or leave a store.

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wechat

Instant messaging: An introduction to the future of communication

At Facebook’s F8 conference earlier this year, Mark Zuckerberg said “(Instant messaging) is going to be the next big platform for helping you connect with all kinds of services in new ways".

When you bear in mind this is a man who spent the best part of $22bn buying WhatsApp, you can be pretty sure he’s going to be right.

But where is instant messaging heading and what does this mean for marketers?

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josh payton

A day in the life of... VP User Experience at Huge

This week, we're spending a day in the life of a UX professional within an innovative agency.

Josh Payton has been around since the dotcom boom, grew up in Seattle creating websites for punk bands, and is now a champion of company culture and hands-on creativity.

Let's hear what a UX head does with their time...

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Five things marketers do to improve customer experience

How are marketers carrying out customer experience improvements?

We discussed this topic at our latest roundtable discussions.

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10 snazzy digital marketing stats from this week

We've got a fine roundup of digital stats for you this week, including news on mobile app install ads, supermarket click-through-rates, social buy buttons and brand disclosure.

Before we get down to business, don't forget to check out the Internet Statistics Compendium for more.

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Four useful tips for starting a customer experience (CX) programme

Improving customer experience (CX) is still a work in progress at most organisations.  

Despite years of discussion, most brands still do not have a CX programme in place.

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argos black friday

Black Friday & Christmas: How to make the most of early seasonal shoppers

What tactics can retailers use to make the most of seasonal shopping opportunities?

Autumn/fall is now upon us. And although Christmas might seem a long way away, some shoppers are already stocking up with gifts for the festive season.

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Six things to consider when implementing personalisation

Personalisation is an exciting topic for marketers these days.

In a 2016 Econsultancy survey, Customer Experience Maturity in Australia and New Zealand, more than two in three (69%) regional marketers said that 'personalising customer interactions' was 'very important'.

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