Posts in Customer Experience

The best digital marketing stats we’ve seen this week

Fancy a few statistical nuggets to round off your week? There’s a lot to enjoy in this roundup, including news about influencer marketing, digital jobs, and UX. 

Don’t forget to download the Internet Statistics Compendium for even more. 


45% of marketers cite content & experience management as top priority in 2018

Econsultancy’s Digital Trends 2018 report, published in association with Adobe, delves into the biggest trends that are set to impact companies in the near future. 

This year, the report – which is based on a global survey of 12,795 marketing, creative and technology professionals – also strives to identify how top-performing companies are setting themselves apart from their peers.


Skyscanner chatbots pass one million unique traveller interactions

Skyscanner's chatbots (across a range of platforms) have already surpassed one million traveller interactions.

This is just one of the fascinating nuggets we learnt when we caught up with Filip Filipov, VP Product Management at Skyscanner, to ask him about his work.


The Hong Kong Tourism Board on chatbots, content strategy and AI

Ahead of her speaking slot at Travel Technology Europe later this month in London (details here), we caught up with Samantha Markham, Digital Marketing Manager, UK & Northern Europe at the Hong Kong Tourism Board.

Markham gave us an insight into her view of evolving customer experiences in travel, from diversification to chatbots.

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Goldman Sachs is taking a fintech approach to grow its consumer lending business

Finance giant Goldman Sachs has been around for nearly 150 years and is best known as an investment banking outfit, but in the wake of the global financial crisis of 2008 that has permanently altered the fabric of the financial services market and led to the rise of fintechs, the firm, like so many other finance behemoths, began transforming itself.

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Eight things I love about Hobbycraft's new progressive web app

Hobbycraft has a launched a new progressive web app.

In this article we're going to take a look at what makes it stand out.


Five ways ecommerce brands can build customer loyalty

What makes a customer come back for more? 

In today’s highly competitive ecommerce market, brand loyalty can be an elusive concept. From fast customer service and convenience, to product quality and brand values, there are many factors that might help to keep customers happy. 

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Fintech propels Quicken Loans above Wells Fargo in mortgage originations

For years, Wells Fargo has held the distinction of being the largest originator of mortgage loans in the United States.

But facing self-inflicted scandal, a regulatory crackdown and a fintech revolution that extends to the mortgage industry, Wells Fargo was dethroned in the fourth quarter of 2017.


How will Open Banking affect UX?

On the 13th January 2018, Open Banking officially came into effect in the UK. This means that all regulated banks are now required to let customers share their financial data with authorised third-party providers through API’s. 

Essentially, the wider aim is to make financial services more innovative and competitive, as well as make banking an all-round better experience for customers. 


Big banks are finding success with Zelle, but what does it really mean?

In late September, I asked: can big banks catch up to Venmo with P2P payments app Zelle?

Three months later, it would appear the answer is definitely maybe.

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Three customer experiences that have disappointed me

I think we're at a really interesting time in the history of consumerism.

In developed markets, we have all had some amazing experiences enabled by (often mobile) tech. Not only that, we are seeing incredible investment in innovative new technologies (such as voice assistants), with tech-savvy consumers seemingly ready to experiment with tech when it is arguably far from mature (an astounding 10% of UK households have an Amazon Echo, according to Kantar).

What are the implications for mainstream businesses? I'd argue there are laggards in many industries that are sitting ducks, ripe not necessarily for disruption, but certainly to be taken down a peg or two by businesses who get the customer experience right.


Fintechs are diversifying, so is the unbundling trend over?

One of the most prominent trends of the fintech revolution has been that of unbundling.

Nimble, innovative upstarts have developed targeted specific markets, such as wealth management and lending, traditionally dominated by banks and large financial institutions that bundle these offerings with others across the spectrum of financial services.