Using martech to prevent a poor digital customer experience

A drawing depicting online customer experience.

“Content” – as Bill Gates once famously said - “is king.” And yet, despite this, 83% of marketers claim to struggle when it comes to creating and managing content that can be rapidly released across their digital platforms. The digital experience management (Digital XM) systems most organisations use are complex, expensive, and outdated, holding businesses back from creating the ideal customer experiences (CX) that result in sales and provide insights into customer...

10 May 2022 | Customer Experience

Junior marketers are driving customer experience innovation

A team planning with post-it notes.

Junior marketers are playing a leading role in driving innovation, with 50% saying that trying out new techniques and ideas to improve customer experiences is a major part of their day-to-day activities, according to a survey from digital experience platform provider Optimizely.

In its Culture of Experimentation report, based on a survey of 200 UK in-house marketing executives, assistants and managers, Optimizely also highlights that 50% of marketing assistants are directly...

21 April 2022 | Best Practice

Faltering consumer confidence sees expectations around spending plummet

A pile of £20 notes.

Almost a quarter (24%) of consumers plan to spend less across six key sectors: travel, luxury, retail, automotive, technology and financial services.

This is according to new research from RAPP and Code (part of Omnicom Precision Marketing Group). Two years of a global pandemic, economic uncertainty and now macro-level global events have unsurprisingly caused consumer behaviour to constantly shift, making it hard for brands to keep up. Now as confidence hits rock bottom, brands...

14 April 2022 | Commerce

Mastercard acquires Dynamic Yield to strengthen consumer engagement services

A Mastercard bank card.

Mastercard has completed its acquisition of Dynamic Yield, a state-of-the-art personalisation platform and decision engine company, from McDonald’s.

It is hoped that Dynamic Yield will strengthen Mastercard’s suite of consumer engagement and loyalty services that help brands deliver more effective and trusted customer experiences across channels.

Raj Seshadri, President of Data & Services, Mastercard, said: “Every day, we safely connect billions of people with...

5 April 2022 | Customer Experience

Digital self-service now more popular than calling customer service

self service checkouts

Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to a survey released by Macro 4.

The research, which examines UK consumer attitudes to household energy and water suppliers, suggests that 61% of customers have become more comfortable interacting with companies digitally since the pandemic, on websites, apps and other online channels. And 60 per cent would now prefer not to call a live...

22 March 2022 | Customer Experience

Infosys acquires digital experience and marketing agency, oddity

Infosys, a specialist in next-generation digital services and consulting, has agreed to acquire oddity, a Germany-based digital marketing, experience, and commerce agency.

The move strengthens Infosys' creative, branding and experience design capabilities, and demonstrates its continued commitment to co-create with clients and help them navigate their digital transformation journey.

With more than 300 digital experts located in Stuttgart, Berlin, Cologne, Belgrade,...

22 March 2022 | Customer Experience

Consumers prefer private messaging with brands

Someone texting with a smartphone.

60% of EU customers and 51% of US customers prefer messaging over email or phone calls as they believe it is faster and more convenient.

This is according to a study by Spectrm, a marketing platform businesses use to automate one-to-one conversations with consumers on messaging channels.

The State of Social Conversational Commerce report surveyed 1,726 consumers: 780 from the EU and 946 from the U.S. with the purpose of better understanding their experiences messaging...

17 March 2022 | Customer Experience

80% of firms plan to implement conversational customer engagement

A man serving a woman in a store.

Nearly 80% of companies have, or intend to implement, conversational customer engagement technologies - the ability to communicate interactively with customers from one digital channel to another while retaining context.

The companies believe this will improve customer experience, according to a new collaborative study from IDC and Sinch. 

Of those, more than half will do so using a Communications Platform as a Service (CPaaS) to deliver the efficient,...

14 March 2022 | Customer Experience

43% of Brits ditch online checkouts at the last minute in favour of Amazon

A supermarket checkout.

14% of consumers browse online stores every day without any intention to buy anything at all, according to a study by Ve Global.

In addition, the tech ecommerce specialist's report, in which 2,000 British consumers were questioned, reveal that while in the early stages of the research process, 37% of consumers are adding items to their basket to save them for later, not necessarily to purchase.

The report shows that the missed sales opportunity for retailers lies in the...

4 March 2022 | Commerce

Setting the bar as a trusted brand

A pole vaulter.

The consumer packaged goods (CPG) industry is a tough one. Highly competitive, crowded, and frequently driven by price. Now producers are being put under even greater pressure, as consumers increasingly only want to buy from brands that they feel align with their own values.

With people becoming more aware of what they are putting into their bodies the focus on health issues is intensifying, coupled with sustainability and inclusivity being taken more seriously (particularly by...

15 February 2022 | Attribution