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Posts in Customer Experience

Key trends in online identity verification (so everybody knows you're a dog)

The Internet was once a more anonymous space. People hid their real identities, coming up with unique and sometimes bizarre pseudonyms to represent themselves on specific websites.

As services and socialising shifted online, identifying each other digitally has become increasingly important. 

How can we do this securely, without impacting users’ experience? I’ll explore the trends in online identity verification, looking at the key solutions and implications for businesses and users. 

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store tablet

What does a digitally transformed retailer look like?

According to the IMRG Capgemini Sales Index, online sales accounted for 27% of UK retail sales in 2015. That’s £114bn.

But obviously digital provides more than just a sales channel.

With so many retailers going through a digital transformation programme, I wanted to try to cut through the jargon and define exactly what a digitally transformed retailer should look like.

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Customer Experience in Manila: Joining up online & offline data

Dozens of client-side marketers attended a recent Econsultancy roundtable discussion in Manila about Customer Experience.  

In this post I'll summarise the talking points from the discussions around joining up online and offline data.

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How marketers are tackling personalisation in Manila

Dozens of client-side marketers attended a recent Econsultancy roundtable discussion in Manila about Customer Experience (CX).

Personalisation was one of the topics discussed, and this post looks at some of the key talking points.

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Top 10 digital marketing stats of the week

Here’s a stat for you: 100% of Jack Simpsons say this is a very sad day indeed, according to a new survey by Jack Simpson. 

Why? Well, loyal stat devourers, I am sorry to announce that this is last time I will fill your lives with life-changing facts and figures from the marketing world. 

Yes, this is my last day as the official weekly Econsultancy digital marketing stats round-up guy. 

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nest

Nest's termination of Revolv shows how IoT can sting consumers

What does Google's closure of Revolv (the smart home hub) tell us about the potential pitfalls of the internet of things?

Let's stir things up a bit and look into the not-so-distant future.

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Customer experience (CX) in Manila: Trends, challenges & best practices

In our recent Quarterly Digital Intelligence Briefing 2016 marketers voted 'optimizing the customer experience' as the most exciting opportunity open to them.

But how is optimizing customer experience (CX) going out there in the real world?  

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in store tech

What's now & next for digital technology in retail stores?

Personally, I think 2014 was the year when the hype around digital technology in retail stores crested a wave.

By 2015, I was writing fairly sceptical posts about the screens in the corner that nobody uses.

However, now that the noise around kiosks, beacons and mobile loyalty has died down, it seems a good time to assess the landscape.

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Digital customer experience: four innovation methods

Customer experience and innovation are both hard to pin down.

Econsultancy's new report, Innovating the Digital Customer Experience, in association with Jahia, attempts to do just that.

The report examines how to innovate, the concept of practical agility, marginalizing your competition and the 'innovator's toolkit'.

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tesla logo

What can automotive brands learn from the Tesla website?

Tesla recently announced that pre-orders of its Model 3 hit a quarter of a million in just the first 36 hours.

Now seems like a good time to have a little look at the Tesla website.

I've previously written about how frustrating automotive websites have traditionally been, with copycat designs and poor UX as standard.

So, how does Tesla's website shape up?

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Four useful tips for making online ads relevant & personal

Contrary to what we in the industry might like to think, most people have total antipathy towards advertising. At best it’s a necessary evil. 

But advertising really could be so much more, providing it’s useful. And the way to make something useful is to make it relevant, through contextualisation and personalisation.

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Does the rise of messaging apps mean brands need a ‘bot’ strategy?

Private messaging is social's next big ad frontierbut there’s huge potential for these apps to evolve beyond being just another ad platform.

In the East, platforms like WeChat show how messaging apps can be potent channels for commerce, and all indications are that the same could one day be true in the West.

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