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

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...

3 February 2022 | Customer Experience

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...

10 December 2021 | Customer Experience

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...

23 November 2021 | Customer Experience

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...

8 October 2021 | Customer Experience

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...

10 September 2021 | Customer Experience

Customers lack faith in brands protecting them from fraud

A man sitting in the dark, using a laptop.

Half or UK retailers believe they are doing everything they can to prevent e-commerce fraud, but far less consumers (17%) share their confidence.

The stark disconnect between retailers and shoppers on the matter of online shopping fraud has been highlighted by new European and US data released by Riskified, an e-commerce enablement and fraud-prevention solutions provider.

The research, which comprised 4,000 consumers and 400 retailers across the US, UK, France and...

26 August 2021 | Branding

Half of marketers feel their companies fall short on customers’ expectations

A customer being served.

Almost half (48%) of CMOs believe the customer experience their organisations deliver falls below or significantly below their customers’ expectations. 

That’s despite more than three quarters (79%) recognising that delivering a premium customer experience is a powerful competitive advantage.

This is according to new MarTech Alliance and Treasure Data release new research, in which 200 markets in the UK, France and Germany were surveyed.

Stifling...

8 July 2021 | CMO

The CMO and CISO: Assessing the evolving intersection

The world has changed – from Betamax to Netflix, HMV to Spotify, and everything to mobile – and the relentless pace of transformation has put us in a constant state of flux. In a bid to keep up, businesses have increased their focus on digital transformation, propelling the chief information security officer (CISO) from the IT periphery to the very heart of decision-making. 

In parallel, technological evolution has driven a change in customer behaviour. If the purchasing of...

15 February 2021 | CMO