Sam Richardson is a consultant at Twilio. She describes the team’s focus at the customer engagement platform, as “firmly on helping our [clients] to understand the importance of developing deeper relationships with customers.” “We’re working with them to encourage a mindset shift,” she continues, “from thinking about one off transactions to how they can earn […]
Customer service and generative AI: a uniquely transformational moment for the industry
Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.
Ledger, executive product manager (sign-in, registration, verification and platforms), shares her approach to the discipline, including experiments with iPlayer, the value of a product roadmap, and the foundations of accessibility.
We caught up with the influencer marketing agency’s global performance director, to discuss the dream of hyper-personalisation and the value of shared meaning.
From serving Rewards members with simple personalised email headers, to more sophisticated ‘year-in-review’ content, use of behavioural data and polling, the Asda CRM team share some key learnings from their success.
Speaking at Think Summit Europe, Boden’s Rachael Thornton discussed the brand’s email strategy, revealing that personalised content can generate a 30% uplift in conversion rate.
At Think Summit Europe, Movable Ink CEO Vivek Sharma shared how an ensemble approach to AI models can address the personalisation challenge in CRM, and how AI-as-co-pilot enables marketers to put customer over campaign.
Econsultancy’s Global Partnerships Director, Damian McAlonan, spoke to Andy Mulcahy, Strategy and Insight Director at IMRG, about the ecommerce landscape, including brand building and merchandising trends.
Angharad Exley, Senior Marketing Manager at Pasta Evangelists, discusses the brand’s personalisation journey, including their approach to email and discounting.
“The real value… isn’t in the tech itself, but in how it kicks up quality or efficiency,” says Julius Kontiola of design studio Kallan & Co.
Findings from Econsultancy’s newly-published Future of Marketing 2023 report show that just 8% of marketers say they are “fully prepared” for the continued cookie crackdown – and only half say they offer a clear value exchange for customer data.
The NHS official app has been widely downloaded by patients, but a new digital transformation report from the Health and Social Care Committee asserts that more needs to be done to convince users of its value.
Online travel agencies and startups are integrating with ChatGPT and Bard to enhance the travel planning (and potentially booking) experience, in an industry that still contains plenty of legacy technology.
Research shows clear benefits for companies that make personalisation part of their business strategy. This report provides guidance on how to enable and deliver personalised experiences at scale through data, tools, techniques and people.
This report looks at the strategies businesses can employ to convert demand, maximise value and optimise their ecommerce propositions.
This best practice guide discusses the key benefits of marketing automation and provides advice on strategy and implementation. It covers the opportunities marketing automation offers businesses today, as well as what the future might hold.
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
A best practice guide exploring the uses, challenges and opportunities of AR for marketers and investigating what the future of this technology might look like. It also explores whether AR will merely be a fad or a lasting form of digital engagement between marketers and consumers.
This report looks at the case for investment in gamification marketing, how to plan an effective strategy and deliver it well, including capturing data and achieving viral reach. It also looks at which brands have done it well, and considers what the future holds for gamification.
This report explains how consumer neuroscience and consumer psychology can benefit digital marketers for strategy and implementation. It examines consumer neuroscience as a market research discipline, and explores cognitive concepts that can be directly applied by digital marketers.
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Australian business Victoria Hill Lamb worked with Swanky to grow direct business using customer reviews, email automation and Facebook paid advertising
The professional body partnered with Cantarus to improve the overall user experience for its large international audience
Paula’s Choice worked with CQL to audit then improve its ecommerce content management and checkout experience
This quick guide looks at the business benefits of marketing automation, including the ability to deliver personalised, omnichannel experiences to customers and improve acquisition, engagement and retention. It provides an overview of the main features offered by marketing automation platforms, and the key steps to successful implementation.
This quick guide provides businesses with a starting point for putting their CX strategy into action, looking at the principles, techniques and metrics behind the delivery of exceptional customer experiences.
This quick guide provides an introduction to the fundamental principles of UX with practical guidance on designing seamless user experiences that place the customer’s needs front and centre.