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February 2021 11:06 Content This webinar draws on insights from Econsultancy’s new Digital Trends 2021 report research around customer experience, as well as the new Social CX and Service Best Practice Guide and other resources to explore what actions marketers can take to focus on delivering a great customer experience and tailor CX strategies to ensure success in 2021 and beyond. The webinar will look at: Exploring CX trends: how companies with top-tier CX functions have outpaced their sectors Delivering seamless customer experiences: the importance of speed, consistency and personalisation The increasingly important role of social CX: the opportunities and benefits of meeting consumers on their chosen management ....
Ecommerce Quarterly: Q1 2021 February 2021 11:00 Content The Ecommerce Quarterly is a series of presentations by Econsultancy, which curates the latest trends, developments, and statistics in ecommerce. It is a guide to what is happening right now in ecommerce and what you need to be aware of. This edition of Ecommerce Quarterly is influenced by the impact of Covid-19 and its role in the acceleration of ecommerce and the transformation of modern retail. The following topics and more are addressed in this edition of Econsultancy’s Ecommerce Quarterly: The acceleration of ecommerce growth The transformation of modern retail including: Delivery as a limiting factor in grocery ecommerce ....
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February 25th, 2021 | 2pm GMT | 9am EST The Covid-19 pandemic has accelerated the need for companies to provide seamless digital experiences. Econsultancy’s 2021 Digital Trends Report highlighted that more than two-thirds of the companies with top-tier customer experience (CX) functions outpaced their sectors in the second half of 2020. A great customer experience relies on brands aligning every interaction across every touchpoint, creating a seamless omnichannel journey. As customers expect to be able to communicate quickly and easily with brands, there is a clear opportunity for brands to rethink the way they operate, as well as organise their resources and processes to meet consumers on their chosen channel. This means putting social media at the heart of their customer experience strategy. With one 2020 survey reporting that over 80% of consumers are likely to look at a company’s social media when researching a purchase, social is now a vital part of CX. ....