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...

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...

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,...

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...

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,...

Nearly half of customers are abandoning financial services websites

A pile of notes in different currencies.

Just under half (47%) of visitors to financial services websites leave after seeing only one page of content. This figure is even higher for those visiting websites from a mobile device (51%).

That is according to the latest report from digital experience analytics company, Contentsquare, titled The Fate of Finance report. The study provides insights into future-proofing digital customer experiences, incorporates some of the recent findings from Contentsquare’s 2021 Digital...

Build-A-Bear reinvents online shopping experience with 3D workshop

A Build A Bear fairy bear.

Global retailer Build-A-Bear Workshop has teamed up with multicloud computing firm Nutanix, Buzz3D and TierPoint to develop the tech behind its Bear Builder 3D Workshop, an interactive online shopping experience that virtually brings furry friends to life during the purchasing process.

As a part of the iconic brand’s effort to accelerate its digital transformation, Build-A-Bear began exploring opportunities to create an immersive and engaging online experience that builds on...

To survive post-COVID, marketers must ensure their online customer experience is up to scratch

A drawing depicting online customer experience.

Over the past 18 months, the move to online retail has gathered remarkable pace. Our data from clients across the beauty, fashion, home & garden, and food & drink sectors shows that Q2 online retail sales were up a staggering 64% compared to the same time period in 2019. While easing lockdown restrictions may have buoyed in-store retail for the moment, these sectors are tracking just 2% down from where we’d typically expect them to be at this time of year.

But the story...

Domino’s selects Emplifi to deliver real-time social media engagement

A slices pizza.

Pizza restaurant chain Domino’s has implemented Emplifi CX platform to better engage with customers on social media and increase call centre efficiency. 

Carley Dunlap, team leader – social media and Q&A customer support at Domino’s, said: “To achieve the personal connections and interactions with our audience, we needed a top social media management and CX tool from a brand that understood our commitment to our customers. We partnered with Emplifi to achieve...

Quarter of British consumers still prefer in-person shopping experience

A quarter of British consumers said they would be more likely to buy items they find challenging to buy online if they could ask questions and get advice in-person.

The data comes from new research by ecommerce tech firm Ve Global and it also found the products consumers find most difficult to buy online.

Clothing was considered the most challenging category of products to buy online, ranking first amongst the 2,014 respondents 27% of the time, followed by groceries at...