Tilt and shake: Taking smartphone advertising up a level

As another year brings new devices from Samsung, Apple and Google and others, smartphones continue to be ubiquitous in the modern world.

As such, today’s consumers are very used to the idea of advertising being delivered through their favourite devices. We’re used to swiping, tapping and pinching to view content that interests us.

However, when it comes to the creatives behind these campaigns, there are far more engaging ways for brands to interact with their...

By Rob Garber, 02 June 2017, 0 comments. Categories: Advertising, Advertising Technology, Customer Experience.

How market segmentation and profiling can boost membership numbers

No business can succeed if its marketing strategy is aimed at anyone and everyone. This is especially true for membership and subscription-based organisations with diverse target audiences.

After all, two people who support the same charity or advocacy group for example, will not necessarily sign-up for the exact same reason. One may be a passive supporter who is simply interested in staying up-to-date and aware of certain initiatives. While the other may show more active support and get involved in the...

By Jason Lark, 31 May 2017, 0 comments. Categories: Content Marketing, Customer Experience.

Where does call intelligence fit into an already crowded martech landscape?

As customers’ paths to purchase become increasingly complex, marketers are under mounting pressure to evidence their contribution to ROI within the multichannel mix.

But with more tech platforms to integrate than ever before, is there room for call intelligence within the growing martech stack?

Despite the significant evolution of the call tracking and intelligence market, the technology, to date, is utilised by less than 5% of businesses that could benefit from it. In part...

Are we entering the era of ‘Collaborative Exchanges’?

Is the era of organisation-led customer interactions being replaced by a system where the locus of control is negotiated between brands and consumers in collaboration?

A new report, titled From UX to CX: Rethinking the Digital User Experience as a Collaborative Exchange, from the MIT Initiative on the Digital Economy and Capgemini Consulting contends that we are entering a new era: that of ‘collaborative exchanges’ (CX).

Based on two years of research with customer-facing organisations and analysis of the ways...

By Colm Hebblethwaite, 24 May 2017, 0 comments. Categories: Customer Experience, Data-driven marketing, Data Science.

The transformative potential of AI

The AI market is evolving very quickly, in two quite different directions.

The first, aligned to the IoT trend, is the application of AI to a given specific, focused use case – such as IBM’s Watson giving tax advice, self-driving cars, or consumer-focused online chatbots.

There are lots of these specific use cases, and generally they can or do operate in isolation: you don’t need any of the others for it to work. 

The second flavour of AI is broader and more all-pervasive – the...

By Daniel Domberger, 24 May 2017, 0 comments. Categories: Automation, Customer Experience.

Is your web site accessible? Five steps to start now

When it comes to accessibility and web design, you’d think it would be a matter of hand in glove.

After all, in the UK there are 2.7 million colour-blind people and 70% of the UK population wearing glasses. On top of this, 1 in 30 suffer with sight loss, and 10% of the UK population has dyslexia (4% with severe cases).

Unfortunately, however, this romantic notion of inclusivity just doesn’t reflect reality as a shocking amount of websites today aren’t built with their accessibility in...

By Greg Dorward, 23 May 2017, 0 comments. Categories: Best Practice, Customer Experience.

Brands face heavy cost for not living up to consumer expectations

As customer expectations of what a consistent omni-channel retail experience constitutes continue to grow, brands that don’t live up face harsh punishments in terms of lost sales and revenue.

Research carried out on behalf of supply chain specialists Zetes shows exactly how little patience the modern consumer has when a retail experience doesn’t meet their expectations.

The survey of over 2,000 consumers and 214 retailers across Europe, found that 70% of customers would not be willing to wait for...

By Colm Hebblethwaite, 18 May 2017, 0 comments. Categories: Customer Experience.

Chatbots market to be worth $3,172 million by 2021

The smart advisors/chatbot market will grow in value from $703 million in 2016 to $3,172 million by 2021, according to MarketsandMarkets.

This represents a compound annual growth rate of 35.2% between 2016 and 2021.

The research highlights a number of factors that will drive this rising demand. As well as the increasing penetration of websites and mobile applications, other drivers are a growing demand for intelligent customer engagement, the desire to better understand consumer behaviour and the widespread...

By Colm Hebblethwaite, 16 May 2017, 0 comments. Categories: Customer Experience.

Great loyalty schemes: six core principles

Brands that craft excellent loyalty programmes know that they are all about the customer – not the business.

The benefits of long-term customer loyalty are self-evident. But, without providing the rewards and relationships that people want, that loyalty just isn’t going to happen.

Effective loyalty programmes focus on the wants and needs of individual programme members, and then align them to the sales goals of the business (rather than the other way around).

Businesses that want to provide a...

By Lauren Hogg, 12 May 2017, 0 comments. Categories: Customer Experience, Personalised Marketing.

Using customer reviews to drive CTR and conversions

Consumers have never been so empowered, with information, insights, and analysis at their fingertips.

However, we are also living in the age of distrust, with Edelman’s 2017 Trust Barometer reporting the largest-ever drop in trust across institutions of government, business, media and NGOs. 

Put simply, consumers are more skeptical than ever and are changing the way they make purchasing decisions.

consumers are more skeptical than ever and are changing the way they make purchasing decisions

Today, more than

By Don Ross, 09 May 2017, 0 comments. Categories: Customer Experience.