The rise of ecommerce has generated an avalanche of data, most of it unused. In 2020 and beyond, merchants will increasingly use the data to improve their businesses while also protecting consumer privacy. As ecommerce grows, so does the data that is stored. Only a fraction of that data is utilized, however. But that will likely change, as data scientists are…
Roughly 85 percent of mobile-internet use can be narrowed to one of three experiences: waiting for something to occur, on a work break and relaxing at home. For each of those scenarios, it’s important to consider the facets of mobile visitors’ experience. Why are they visiting the site? What problems are they solving? How to capture them in the moment?
Waiting for Something…
As customer service teams contribute more significantly to a brand’s bottom line, technology is playing a bigger role in their day-to-day workflow. As more purchases are made online, pressure mounts for customer service agents. Last month, luggage brand Away’s Slack messages made clear how strained customer service representatives become when an e-commerce company grows quickly. Everlane’s part-time customer service team began unionising…
When it came to compiling a list of customer service trends for 2020, naturally the first thing I did was review some of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020, after a number of false starts, artificial intelligence will finally start to take center stage in the…
Companies of all sizes today are looking to improve the effectiveness of their social media marketing — and with good reason: Digital platforms are constantly innovating the way that brands are discovered, shared and experienced. The data speaks for itself: The number of worldwide social network users is expected to reach 3.09 billion monthly active users by 2021, and global…
The social media marketing landscape is so dynamic these days that it can be really difficult to keep up with. Social media marketing is now highly integrated into various workflows, and increasingly technology-driven, and those very same innovations are disrupting the way consumers discover and buy products online, influencing purchase journeys, and changing the way that customers interact with brands. …
Personalisation was the US Association of National Advertisers’ 2019 marketing word of the year, but the idea’s popularity has been largely the result of martech companies successfully promoting their own personalisation technologies. Here are just a few examples from last year alone.
Accenture created an Interactive personalised Marketing Index ( PDF) claiming that “almost 70% of consumers want companies to personalise…