Posts in Customer Experience

Three ways brands overcome obstacles to connect with customers

Some marketers find it relatively easy to connect with their customers. They have a well-researched customer base, established workflows and enough data to gauge success to a reasonable level.

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How L'Occitane brought a personalised in-store experience to mobile

Among the digital products and services we use day-to-day, personalisation is increasingly becoming the norm.

From emails that address us by our first name to search engines that remember our history and preferences, to the sophisticated recommendation engines built into the likes of Amazon, Spotify and Netflix that learn and cater to our tastes, as consumers we are coming to take personalisation for granted wherever we go.

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12 stats that prove why personalisation is so important

Personalisation has been a top priority for marketers for some time, but despite this fact, a large percentage seem to be struggling to implement the strategy in an intelligent and scalable way. 

A recent study by Pure360 suggests that many brands are still relying on basic forms of personalisation, and failing to engage (increasingly demanding) consumers as a result.

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How travel industry trends are fragmenting the customer journey

The travel sector has seen dramatic changes to the customer journey in recent years.

Gone are the days of a simple process with minimal touchpoints: flicking through brochures; speaking to a travel agent; deciding where to book.

The rise of digital in the travel industry has seen a decline in the reliance on local travel agents and instead 83% are now booking their holidays online either themselves or via online travel agents.

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How retailers can use service design to help create online experiences

What is service design and how is it relevant for retailers creating excellent experiences?

Let's start with a definition...

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How brand marketers are optimizing customer experience in 2018

Improving the customer experience continues to be a top priority for brand marketers.

In our most recent Digital Intelligence Briefing, our survey of more than 2,800 company marketers revealed that 'optimizing the customer experience' remains the top choice for the single most exciting opportunity in 2018. 

But how are brand marketers executing this strategy? What exactly are they doing to optimize their customer experience?

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The human revolution: Why brands need to design for humans in a digital world

Many of our books, films and TV series set in the future imagine a world in which robots are taking over.

This pop-culture approach to artificial intelligence is mirrored in our widespread fears of AI "taking over our jobs" and making humans obsolete.

But I'm here to tell you that the opposite is happening. It's not the robots who are taking over, it's the humans - and we need to adapt our design thinking to this reality.

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Are biometrics the future of UX testing and CRO?

Even as they become increasingly integrated into our daily lives, there’s still something inherently futuristic about biometrics.

Whether it’s unlocking your phone with a fingerprint, or using voice recognition to access your bank account, using biometrics to carry out everyday tasks still feels like something out of Star Trek.

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MoviePass has disrupted the movie business, but will it win?

If it sounds too good to be true, it probably is.

Critics of an American service called MoviePass have been quick to point to this old adage, and for seemingly good reason: the service offers subscribers the ability to go to one movie every day for $9.99 per month – less than the cost of a single movie ticket in many cities.

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What product marketers can learn from the World Cup VAR debate

You may have noticed: there’s a World Cup on.

In among the pile-ons, the theatrics and the crunching sound of humble pie being eaten by the naysayers of a World Cup being held in Russia, the hottest topic has been the introduction of a new technology. VAR. (Video assisted referees). If you’ve managed to avoid the subject see this handy link for an explanation.

In many ways, the VAR story at this World Cup encapsulates the myths and misunderstandings around how new technologies come to take their place in our lives.

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How museums are using immersive digital experiences

It is common knowledge that many art galleries and museums are finding it tough to market to younger, digitally-oriented generations.

Although millennials 'enjoy museums', they have also 'expressed concern that the content and mission of many museums may not be in sync with millennials' interest and values', according to millennialmarketing.com.

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The best digital marketing stats we’ve seen this week

It’s that time of the week yet again, when we regale you with the finest digital stats we’ve come across in the past seven days.

This roundup includes news about email open rates, app installs, digital transformation projects, and lots more too.

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