Experience Management

Rallying cry needed to beat CX slump

New York, NY: 12 November 2019 - The gap between Customer Experience (CX) Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. Many Customer Experience teams are struggling to prove the value of their programs, and investment is being threatened. The results of the survey indicate that in order to reverse the trend practitioners need to embrace both CX evolution and CX revolution.

As high street shops close, retailers also fail to control online customer churn

London, UK, 22nd October, 2019: A recent survey of 500 retailers sponsored by Eggplant, the digital experience specialist, revealed the pressures facing online digital teams in advance of busy retail season. While 92% of digital teams are focused on business outcomes and an omnichannel experience that delights, 60% fail to measure customer churn - even though around one in three (30%) have an average drop off rate of 50% or more on online properties.

This follows recent reports that nearly 3,000 shops shut on UK high streets in the first half of this year and in July the proportion of all shops that are empty reached 10.3%, its highest level since January 2015.

Episerver Survey: Over One-Third of B2Bs Plan to Invest in Personalized Content in 2020

Nearly nine in ten (84%) of B2B decision-makers say increasing digital expectations from customers or partners is their top external threat according to a new survey from Episerver™, the company transforming digital experiences. In the face of these rising expectations, B2B leaders look to automate marketing, ordering and personalization with the help of artificial intelligence and key technology investments.

The Importance of Design in Storytelling

Storytelling is in our genes. It’s how we share experiences with others, as we all have similar yet different stories to tell – common ground for understanding each other and forging meaningful bonds and connections. 

Because of these reasons, storytelling has been a part of branding for decades but started gaining true recognition with the advancement of technology and the internet as well as with inbound marketing taking over. It’s what made design matter even more, helping the business create a unique story, with your customers and your own brand being the main characters.  

Episerver named a challenger in Gartner Magic Quadrant for digital commerce

London, UK Sept. 17, 2019 – Just one-in-five online consumers (20 percent) say all of their online purchases are pre-planned according a global survey from Episerver™. Companies offering frictionless experiences for both consumers and business buyers on the web stand the best chance of giving visitors, who were just planning to browse, a reason to order. The data indicates many factors can, however, stop the sale whether it is inadequate content or commerce functionality, a lack of personalization or insufficient product search – requiring organizations to prioritize digital experience technologies helping the end-user experience, not hurting it.

6 Reasons Your Business Needs CRM Software Lexie Lu Thu, 08/29/2019 - 07:19

While every aspect of your business deserves attention, customer relationship management (CRM) is one of the most important. How you form and keep the interactions between you and your customers makes the difference in retaining them. At the same time, you need to build new leads and prevent people from bouncing away to one of your competitors.

In today's global economy, if you aren't on top of your game when it comes to the customer experience, you risk losing out. CRM software is one tool worth investing in because it improves the customer pipeline in several ways.

Why Customer Support Is Essential to Your Tech Business

Excellent customer support is essential to any type of business, but in the tech industry, it can be particularly beneficial. Since many tech companies offer a service or software, it's much more likely customers will reach out for support. Their first experience after purchasing the product is often with your service team. If your employees aren't fully trained to meet consumer expectations, you risk losing repeat business from those people.

Shift to Technology Platforms and Social Commerce Transforms the Digital Commerce M&A Deal Mix, Reveals Hampleton Partners’ Research Reports

London, UK – 13 August 2019. The growth of M&A activity in the ‘platform economy’ and in social commerce are two of the biggest trends identified in the latest E-Commerce and Digital Marketing M&A Market Reports from Hampleton Partners, the international technology mergers and acquisitions advisor. 

Transaction volume for the digital marketing sector has remained stable since 2011, but in the first half of 2019, marketing application software received more M&A attention, with 95 deals inked and disclosed deal value of $2.06bn, versus 67 deals and deal value of $1.4bn for digital agencies & marketing services providers. 

Six Risks if Your Industrial Site Isn't Responsive By the End of the Year Lexie Lu Fri, 07/26/2019 - 09:57

You may wonder why your industrial site needs to be responsive. After all, don't most business people access the Internet from their desktops? Not necessarily. When you look at the general population and their smartphone patterns, you realize mobile is the wave of the future and if you aren't already focused on making your site friendly to mobile users, you should create a plan to get there by the end of the year.