Customer Experience
Reports
Customer Experience 2019
This report series explores how companies are building a data-driven, 360-degree customer view to support relevant customer experiences across every touchpoint.
View this ReportMore Reports
See AllCustomer Experience 2019 (Part 4)—Messaging Frequency
The Building Blocks of a Better Customer Experience (A 4-Part Series)
Customer Experience 2019 (Part 3)—Loyalty Marketing
The Building Blocks of a Better Customer Experience (A 4-Part Series)
Digital Marketing in Today’s Privacy-Conscious World
What Companies Need to Know About GDPR, CCPA and Other Industry Changes in the Next 12 Months
Interviews
Amazon Go and the Future of Brick-and-Mortar Retail
Jason Goldberg, senior vice president of commerce at Publicis.Sapient, digs into the strategy behind Amazon Go and tells eMarketer how the ecommerce giant will further disrupt retail's competitive landscape.
Jason Goldberg
Chief Commerce Strategy Officer
Publicis.Sapient
Charts
There are 334 charts about 'Customer Experience'
Most Recent Charts
What Channels Do US Internet Users Use to Communicate with Companies? (% of respondents, by generation, March 2019)
What Investments Are Companies Worldwide Making in Customer Experience in the Next Year? (% of respondents, May 2019)
What Elements of the Marketing Strategy of Companies Worldwide Are Important to the Success of Their Business in 2-3 Years? (% of respondents, May 2019)
What Emerging Technologies Do Companies Worldwide Already Use or Anticipate Using to Deliver a Better Customer Experience? (% of respondents, May 2019)
Leading Factors that Increase vs. Decrease Trust in Brands Among Digital Shoppers Worldwide, June 2019 (% of respondents)
More On: Customer Experience
See AllUS Consumers Tolerate Ads if They're Expecting Them or They're Incentivized
Sep 11, 2019
As we’ve covered, ad blocking in the US and many parts of western Europe are here to stay. Whether it’s over privacy concerns or the general annoyance over ads ruining user experience, many internet users are not happy with ad loads when they browse the web.
Q&A: Understanding the Customer Path to Purchase Isn’t Always Easy, but AI’s a Good Start
Sep 03, 2019
Marketers have long grappled with how to best leverage the data they’ve collected. It’s certainly a challenge as data fuels nearly all of their marketing efforts—including personalization, audience segmentation and targeting.
Getting Conversational About Conversational Commerce with Cynthia Rowley
Aug 26, 2019
When retailer Cynthia Rowley saw that mobile comprised roughly 72% of its traffic, the company decided to launch a text message channel, giving consumers another communication channel beyond email.
Delivery Speed Can Make or Break a Customer Experience
Aug 25, 2019
A pioneer in the delivery space, ecommerce powerhouse Amazon has transformed the standards for logistics when it comes to the customer experience. It's been so impactful that shoppers have come to expect almost immediate delivery after they click “buy now.”
How to Cultivate a Cohesive Brand Through Micromessaging
Aug 21, 2019
Marketers want to create data-driven experiences for two big reasons: They believe customers want them, and there's a growing need to justify investments based on results.
AI, Machine Learning Are Helping Retailers Spot Flaws in the Customer Experience
Aug 15, 2019
Retailers can’t always rely on customer feedback to measure the success of their ecommerce platforms. Small technical issues, which often go unnoticed by the business itself, can significantly hinder the customer experience.
Consumers Are More Likely to Use Emerging Technology When Interacting with Retailers
Aug 07, 2019
Consumers are hesitant to engage with the latest automated customer experience offerings. In industries like healthcare and financial services, many prefer to consult with humans through traditional mediums. But in retail, more are willing to use emerging technologies—including chatbots and artificial intelligence (AI).
How Many Retail Communications Are Too Many?
Jul 29, 2019
Retail messaging can often feel like a game of Goldilocks. Too many messages can frustrate and push consumers away, while fewer communications can put the brand at risk of no longer being relevant.
More Than Half of US Shoppers Will Abandon a Brand Following a Bad Experience
Jul 28, 2019
It is often the case that marketers and business leaders prioritize customer service initiatives that don’t always align with the needs of their customers. But to keep consumers coming back, it’s more important than ever for marketers to bridge this gap by focusing on what their customers really want—a responsive, streamlined shopping experience.
More Research Shows that Consumers May Not Always Want Personalized Marketing Experiences
Jul 23, 2019
Many marketers may want to believe that customers prefer personalized marketing experiences, but while research backs up that claim, recent consumer skepticism over the use of personal data means that there’s growing sentiment that more personalization does not beget a better experience.
