The Online Customer Experience Counting the Cost of Not Knowing. A multi-region research study
|
|
- David Tate
- 8 years ago
- Views:
Transcription
1 Counting the Cost of Not Knowing A multi-region research study
2 Executive summary As e-commerce matures in the US and UK, Customer Experience comes to the fore as a key differentiator. Just ten years ago, the phrase Customer Experience Management (CEM) didn t even register according to Google Trends. Yet Gartner predicts that by 2017, 50% of consumer product investments will be redirected to Customer Experience innovation. Organizations have focused on getting customers to their websites, and investment in online advertising, for example, has surged in recent years. Businesses now, however, recognize that focusing on the funnel of customers to their website must be married with getting people through their websites, where the Online Customer Experience is seamless and conversion is optimal. UserReplay, a leading provider of online session replay tools, commissioned Loudhouse to undertake research amongst e-commerce heads (or equivalents) in finance, retail and travel organizations in both the US and the UK to explore current practices and priorities for Online Customer Experience Management (CEM). Figure A: Number of interviews by country and sector Total US UK Retail Travel Financial services Total sample Research Methodology 207 interviews were conducted with those responsible for their organization s online channel and the commercial performance of their website during May Interviews were conducted in the US and UK and across retail, finance and travel sectors. The research was conducted by Loudhouse, a specialist B2B and technology market research agency, based in London. The research finds that while investment in online channels is increasing, a lack of investment in online CEM is impacting growth. Currently, organizations find it difficult to understand the issues that customers may be having with their websites and to put themselves in the shoes of the customer. As such, barriers to conversion, however small, are going undetected and therefore unresolved. Businesses recognize the cost of not knowing the truth about the Online Customer Experience in terms of its impact on conversion, growth, reputation and loyalty, but are grappling with the transition to mobile and are hindered by a lack of tools to identify, replay and fundamentally quantify the impact of online customer issues on their business. The Online Customer Experience 2
3 Figure B: Respondents by job role Key findings from the research include: 23% 18% 14% 14% 10% 10% 10% 1% e-commerce Director / Head of e-commerce Head of Online Head of Online Infrastructure Director of Digital Marketing Managers Marketing Director / Head of Marketing e-commerce Manager Other In the dark on Online Customer Experience 76% plan to increase investment in online channels over the next 12 months, and 89% believe Customer Experience is a significant differentiator in their sector right now. However, 85% of organizations say understanding why customers may struggle with their website is a current challenge while 82% have difficulties maintaining a single approach to Customer Experience Management across mobile and web. Understanding customer behavior is seen to diminish as customers move from getting to their website (where 48% describe understanding as excellent) to knowing what customers do on their website (36%) and how the purchase process works from the customer perspective (35%). On average, businesses only think they know half of the customer difficulties experienced with their website. Counting the cost of not knowing 71% think a lack of investment in Online Customer Experience is impacting growth in their organization. Sub-optimal Customer Experience is seen to result in reduced online conversion rates (43%), reputational damage (38%), preventing repeat business (30%) and eroding online revenue potential (28%). The Online Customer Experience 3
4 Not knowing the full truth about Online Customer Experience has further consequences within the organization. 90% say it makes planning and decision-making around online marketing activity more difficult, 80% say it makes it harder to justify budget for website design, 76% find it more challenging to prioritize what to address first on the website and 76% struggle to report on website performance. Barriers to knowing the full truth about Online Customer Experience The biggest barriers to having a greater understanding of the Online Customer Experience are the transition to mobile access and its impact on usability and sales (40%), a lack of tools to quantify and prioritize online customer issues (33%) and a lack of tools to identify online customer issues (31%). Just one in five (21%) can accurately quantify the amount of revenue being lost through a less than optimal Online Customer Experience. Moving forward the search for the truth 62% believe they could increase their sales if their website was running optimally and more effectively. Furthermore, half believe their Online Customer Experience could definitely be improved desktop (51%) / mobile (48%) with a further 42% saying it could probably be improved for desktop, 42% for mobile. Web analytics (62%) and customer surveys (47%) are currently most likely to be used to better understand the Online Customer Experience. One in three (34%) currently use online CEM tools, including online session replay, with 38% planning to use them in the next two years. Organizations are looking for quantitative data that helps prioritize what to fix first (97%), qualitative data that gives detail around the User Experience (95%), easy to understand reports on website issues (93%) and assurance that websites are meeting compliance requirements (93%). 93% want quantification of what any given issue is costing the business in terms of lost revenue. 73% believe that a combination of quantitative and qualitative feedback on website performance is ultimately most useful. There is strong interest in analytics, including online session replay tools delivered via the cloud (52%). The main benefits of these are seen as cost savings (57%) and increased business agility (48%). Online Customer Experience looks set to be a key competitive battleground for brands in 2015 and beyond. A visibility void currently exists, where customer issues are going undetected and unresolved, impacting everything from marketing planning and budgeting to conversion and reputation. The cost of not knowing the truth about Online Customer Experience is significant, but businesses are hungry for a quantitative and qualitative perspective on Online Customer Experience, putting them in the best possible place to compete. The Online Customer Experience 4
5 In the dark on Online Customer Experience Customer Experience is being hailed as the significant differentiator in business today by 89% of respondents, but with omni-channel shaking up the world of commerce and consumers demanding a seamless experience every time they interact with a company, achieving optimal Customer Experience is far from straightforward. With 76% of respondents planning to increase investment in their online channel over the next 12 months, particularly in finance companies (89%), it would make sense for much of this investment to be directed towards improving the Online Customer Experience. Yet, as Figure 1 shows, the biggest e-commerce challenge that organizations currently face is understanding WHY customers may struggle with their website (85%). This increases to 95% in travel companies. In addition, 82% say they have difficulties maintaining a single approach to Customer Experience management across mobile and web, again increasing to 92% in travel companies. Other challenges include customer churn (82%), managing negative sentiment around online experience (81%), payment / checkout abandonment (81%) and ensuring websites meet compliance requirements (80%), the latter a particular concern for finance companies (87%). The big challenge, however, remains a lack of understanding of why customers may struggle with their website. Understanding of online customer behavior generally is seen to diminish as customers move from actually getting to their website (where 48% of respondents describe their understanding as excellent) to knowing what customers do on their website (36%) and, indeed, how the purchase process works from the customer perspective (35%). Figure 1: Key e-commerce challenges 32% Understanding why customers may struggle with our website 23% Maintaining a single approach to Customer Experience Management across mobile and web 25% Customer churn 33% Managing negative sentiment around our online experience (e.g. from voice of customer, social media, call centre feedback) 31% Levels of payment / checkout abandonment 26% Ensuring website meets compliance requirements 29% Customer disputes following online transactions 30% Levels of online fraud 31% 59% 57% 54% 53% 48% 50% 49% 45% 33% Levels of shopping cart / trolley abandonment (pre-payment) 15% 18% 18% 19% 19% 20% 22% 25% 36% Significant challenge Moderate challenge Not a challenge Total (% challenge) 85% 82% 82% 81% 81% 80% 78% 75% 64% The Online Customer Experience 5
6 Figure 2: Average proportion of customer difficulties with website where businesses have visibility 50% 53% 47% 46% 54% 52% Global US UK Retail Travel Finance This highlights a focus to-date on customer acquisition and getting customers TO the website rather than THROUGH the website and achieving a particular customer outcome, whether this be finding out desired information or completing a financial transaction. This lack of understanding of customer issues, in the simplest terms, is down to a visibility void. Figure 2 shows that on average, businesses only think they know of half (50%) of the customer difficulties experienced with their website. This figure drops to an average of 46% in retail businesses and 47% in UK companies, compared to 53% in US businesses. In short, half of customer issues with websites are going undetected and therefore unresolved. To draw a comparison with a store environment, additional checkouts can be opened if there are long queues and shelves can be restocked if supplies are running low, assistants can be approached by customers for help in finding particular products and payment issues can be managed with relative ease. Transition any of these issues into an online environment and the simply not knowing that customers may be having difficulties creates a very real problem for businesses. Just 50% of online difficulties are visible to businesses The Online Customer Experience 6
7 Counting the cost of not knowing Not knowing what issues customers are experiencing online has a number of significant consequences for businesses. 71% think a lack of investment in Online Customer Experience is impacting growth in their organization. Ouch, indeed. Figure 3 shows the key consequences are the impact of online conversion rates (43%), damage to reputation / brand image (38%), a poor mobile User Experience (33%) and potentially preventing repeat business (30%). Every one of these consequences can be very costly for a business. Negative Customer Experience can quickly ripple across social media as customers vent their frustrations, meaning the cost can extend beyond the loss of one transaction and go on to impact the lifetime value of a customer as well as have longer-term effects on brand reputation, something that businesses in the US are particularly concerned about (44%). While these consequences carry a financial and reputational cost to businesses, the visibility void also has an effect at an operational level within businesses. Figure 4 shows what can happen in businesses that do not know the full truth about the Online Customer Experience. 90% say it makes planning and decision-making around online marketing activity more difficult, 80% say it makes it harder to justify budget for website design, 76% find it more challenging to prioritize what to address first on the website and 76% struggle to report on website performance. These are significant issues that can fundamentally undermine online investment and complicate day-today digital operations. 72% say, for example, that not knowing the full truth about Online Customer Experience can make it more difficult to understand who should be involved, whether IT or marketing. Figure 3: Consequences of sub-optimal Online Customer Experience 43% 38% 33% 30% 28% 13% 1% 8% Impacting our online conversion rates Damaging our reputation / brand image Poor mobile user experience Preventing customers from buying from us / using us in the future Eroding our online revenue potential Causing internal conflict / damaging relationships between different departments Don't know None of the above The Online Customer Experience 7
8 This visibility void can end up being something of a vicious cycle. The old adage that you can t manage what you can t measure holds even more power when visibility of customer issues is so restricted. While investment in online channels continues to increase, there is really no reason why customer frustrations should be going unnoticed, allowed to perpetuate and to have such costly consequences at both an operational and strategic level. 76% find it more challenging to prioritize what to address first on the website when they don t know the full truth about Online Customer Experience Figure 4: Impact of not knowing full truth about Online Customer Experience on the business Total (% challenge) 50% Planning / decision making around online marketing activity 28% Justifying budget for website redesign / tweaks 32% Prioritizing what to address first on our website 29% Reporting accurately on website performance 30% Understanding who should be involved (e.g. IT, marketing) 31% Achieving growth targets 52% 44% 47% 42% 38% 40% 10% 20% 24% 24% 28% 31% 90% 80% 76% 76% 72% 69% Significantly more challenging Slightly more challenging No difference The Online Customer Experience 8
9 Barriers to knowing the full truth about Online Customer Experience There is no doubt that e-commerce and marketing professionals have had five to ten years of unprecedented change in their organizations, and that keeping abreast of the inherently dynamic digital landscape creates a host of pressures. Add to this the increasing demands of consumers, and delivering the optimal Customer Experience can seem idealistic. Figure 5 shows that barriers to a greater understanding of Online Customer Experience sit primarily in the transition to mobile access (40%) and how this impacts usability and sales. Mobile is seen to present a key learning curve for organizations, with 65% considering that it is more difficult to deliver an excellent Customer Experience over mobile than on the web. Beyond this, the key barriers revolve around a lack of tools and technology that enables businesses to quantify and prioritize online customer issues (33%), to identifying online issues in the first place (31%) and to enable them to reproduce and replay online customer issues (24%), which alongside a lack of skilled resource (24%) is preventing organizations from getting to the full truth of the Online Customer Experience. Against a backdrop of an increasing array of web analytics tools coming to the market, it seems that the ability to quantify the impact of online customer issues and to reproduce / replay the Customer Experience is still eluding many organizations. Figure 5: Barriers to greater understanding of Online Customer Experience 40% 33% 31% 24% 24% 23% 18% 11% 2% 6% Transition to mobile access and impact on usability and sales Lack of tools / technology to quantify and prioritize online customer issues Lack of tools / technology to identify online customer issues Lack of skilled resource / analysts Lack of tools / technology to reproduce (replay) online customer issues Lack of processes / workflow to respond to any online customer issues that are identified Budgetary constraints Lack of internal collaboration / siloed mentality Don't know None of the above / no barriers The Online Customer Experience 9
10 The issue of quantification is particularly significant in an era where ROI dominates many digital investment decisions. Figure 6 shows that just one in five (21%) organizations can fully and accurately quantify the amount of revenue being lost through a less than optimal Online Customer Experience. This figure drops to one in eight (13%) in the UK and to 15% in travel companies. Organizations have a partial understanding of this at best (67%) in most cases, so there is scope for improvement in truly understanding the financial impact of a less than optimal Online Customer Experience. Figure 6: Ability to accurately quantify amount of revenue being lost through less than optimal Online Customer Experience 12% 67% 21% Just one in five (21%) of organizations can fully and accurately quantify the amount of revenue being lost through a less than optimal Online Customer Experience Not at all Partially Fully and accurately The Online Customer Experience 10
11 4% 3% The Online Customer Experience 51% Moving forward the search for the truth Organizations clearly recognize the impact of a sub-optimal Online Customer Experience and can pinpoint the transition to mobile and the lack of tools to identify, replay and quantify online customer issues as key barriers to getting this right. It follows that most businesses (62%) acknowledge they could increase their sales if their website was running optimally and more effectively. While mobile is seen to present a particular hurdle to Online Customer Experience utopia, Figure 7 shows that organizations readily recognize that their Online Customer Experience could be improved across both desktop / laptop and mobile environments. Specifically, 51% say it could definitely be improved for desktop / laptop access and 48% say the same for mobile, with significant and similar proportions agreeing that they could probably do better. 42% 4% 3% 51% 42% Figure 7: Recognition that Online Customer Experience can be improved on desktop / mobile Via desktop/laptop 42% Via mobile 7% 3% 48% A number of tools and technologies exist to help organizations to better understand the Online Customer Experience. Web analytics (62%) and customer surveys (47%) are the most likely to be currently used. One in three (34%) organizations currently use online CEM tools, including online session replay, with 38% planning to use them in the next two years suggesting this is a key growth area as businesses see the benefits of greater Online Customer Experience insight. While a lack of tools and technologies is seen as a key barrier to fully understanding the Online Customer Experience, it is clear that the tools currently being used are not delivering the full insight organizations want. Organizations, however, are clear about what they are looking for. Yes, definitely 42% 7% 3% Yes, probably 48% No Don t know The Online Customer Experience 11
12 As shown in Figure 8, organizations want quantitative data that helps them prioritize what to fix first (97%), qualitative data that gives detail around the User Experience (95%), easy to understand reports on website issues (93%) and assurance that websites are meeting compliance requirements (93%). Furthermore, 93% want quantification of what any given issue is costing the business in terms of lost revenue. It seems that numbers and the context around those numbers hits a particular sweet spot for organizations, with 73% believing that a combination of quantitative and qualitative feedback on website performance is ultimately most useful. There is also a strong interest in analytics, including online session replay tools to be delivered via the cloud (52%), with the main benefits seen as cost savings (57%) and increased business agility (48%). 73% believe that a combination of quantitative and qualitative feedback on website performance is ultimately most useful Figure 8: Usefulness in improving Online Customer Experience 57% Quantitative data that helps you prioritize what to fix first 47% Qualitative data that gives you detail around the user experience 39% Easy to understand reports on any website issues 42% Root cause analysis / identify exactly how and where a problem is originating 39% Assurance that your website is meeting all compliance requirements 44% Clear quantification on how much any issue is costing in terms of lost revenue 46% 54% 51% 53% 48% 47% Real time alerts of significant website issues 37% 49% 44% 40% Easily shareable reports on any website issues Very useful Quite useful Not useful 3% 5% 7% 7% 8% 9% 10% 14% Total (% useful) 97% 95% 93% 93% 92% 91% 90% 86% The Online Customer Experience 12
13 Sector summary: Finance Digitalisation has had a profound impact on the financial services sector, fundamentally transforming the process of managing finances from both a consumer and business perspective. It has provided financial services organizations the opportunity to create a smarter and more efficient service for customers. Get it right and the benefits are significant. Get it wrong and the risks are substantial; take RBS online payment problems in 2013, as an example. Nearly all financial organizations (96%) surveyed believe Customer Experience is a significant differentiator in their sector right now. Over the next 12 months, 89% intend to increase investment in online channels, the highest seen in any sector. However, this brings with it numerous challenges, particularly around the User Experience. Around 9 in 10 (87%) believe maintaining a high quality Customer Experience, while also delivering a complex range of services is a notable challenge for financial institutions. The impact of a sub-optimal Customer Experience is strongly felt in the finance sector. Organizations are more likely to experience reduced online conversion rates (51%) and a fall in their mobile service (41%). However, in a sector where trust is key, brand image is also highly vulnerable. 39% believe a poor experience will create reputational damage, an issue which can be irreversible. For financial institutions, a lack of tools to identify online customer issues (38%) is the biggest barrier to achieving a greater understanding of their Online Customer Experience issues. Without visibility of the difficulties faced by their customers, businesses are left not knowing the full truth. Subsequently, decisions around online marketing activity (90%) and justifying website design budgets (86%) become more challenging. Figure 9: Impact of not having complete User Experience visibility (Finance) 58% Planning / decision making around online marketing activity 34% Justifying budget for website redesign / tweaks 38% Understanding who should be involved (e.g. IT, marketing) 38% Reporting accurately on website performance 38% Prioritizing what to address first on our website 32% Achieving growth targets 52% 44% 42% 39% 39% 32% Reporting accurately for compliance purposes 10% 14% 20% 23% 23% 24% 25% 42% 33% Significantly more challenging Slightly more challenging No difference The Online Customer Experience 13
14 For financial institutions, the role analytics plays in supporting and driving online change is significant. Over nine in ten (93%) use data analytics to inform changes to their website compared to 87% in the retail sector. Alongside this, use (38%) and desire (45%) for CEM tools such as online session replay is higher than any other sector. Critically, 80% agree that a combination of quantitative and qualitative feedback on website performance is ultimately most useful, an attitude markedly higher than both the retail (73%) and travel (65%) companies. Qualitative data that gives detail around the User Experience (99%), quantitative data that helps prioritize what to fix first (97%) and easy to understand reports on website issues (96%) are key requirements from the finance sector. The potential for online CEM to revolutionize the finance sector is huge and allencompassing and the winners in Customer Experience battle will be those that embrace tools and processes that provide the best possible insights to drive improvements. Cofunds Financial services sites operate uniquely differently to other sectors. They are more complex due to the sensitivity of the information and the mix of secure and non-secure sections of the sites. The visitor numbers typically tend to be lower than travel or retail, for example, however the long-term return for each new customer acquisition can be much higher. It is therefore critical that transactions do not fail due to a fault in the system, whilst optimising the experience so it is easy to use and navigate. Ensuring that issues are rapidly identified and rectified is an on-going and time-consuming process. Visibility of the customer journey has proved critical to our business, and we expect to see more and more finance organisations investing and implementing technology that gives them this insight, and the ability to resolve and fix issues quickly. It is a key way of reducing internal resource burdens and improving customer retention. The potential for online CEM to revolutionize the finance sector is huge Quote taken from UserReplay customers (2015) The Online Customer Experience 14
15 Sector summary: Retail Online retailing has significantly grown over the last couple of years. In the US, online sales reached over $300 billion in 2014 alone 1. Omni-channel is the new normal and consistency and seamlessness are critical pillars of the Customer Experience. As with other sectors, retail firms are focused more on getting people to their website rather than through their website. This is reflected in their knowledge of how customers progress through their buying journey. Just under half (49%) have an excellent understanding of how customers get to their website, yet this knowledge diminishes when it comes to what customer do on their websites (28%) and how they pay for their products (24%). In practice, retail companies have visibility of fewer than half (46%) of all difficulties experienced by customers with their websites. With Customer Experience less than optimal, ultimately sales suffer. For retailers, the impact of a poor Customer Experience is likely to result in reduced online conversions (42%) and reputational damage (38%). Nearly a third (31%) believe a sub-optimal experience prevents repeat business. Retail organizations recognize the commercial value in improving their Online Customer Experience. Indeed, over half (57%) believe they could increase their sales if their website was running optimally. But only 19% of retailers are able to fully and accurately quantify the revenue they are losing as a result of nonoptimal website performance. Figure 10: Current e-commerce challenges (Retail) 28% Understanding why customers may struggle with our website 20% Managing negative sentiment around our online experience (e.g. from voice of customer, social media, call centre feedback) 35% Levels of shopping cart / trolley abandonment (pre-payment) 23% Customer churn 24% Levels of online fraud 19% 58% 53% 51% 50% 50% 41% Ensuring website meets compliance requirements Levels of payment / checkout abandonment 22% 22% 24% 26% 26% 28% 27% 45% 28% 23% 45% 32% Maintaining a single approach to Customer Experience Management across mobile and web 16% 50% 34% Customer disputes following online transactions Significant challenge Moderate challenge Not a challenge 1 The Online Customer Experience 15
16 A lack of tools to quantify and prioritize online customer issues (38%) acts as the biggest barrier to achieving a greater understanding of the Online Customer Experience. Subsequently, retail companies have no real way of knowing why customer may be becoming unhappy or leaving their website. Internal decisions around online marketing activity (91%) and knowing what to prioritize first on their website (73%) are likely to suffer as a result as a result of not knowing the full truth. 90% of retailers recognize that they could probably or definitely improve their Online Customer Experience via desktops; 84% say the same for mobile. Retail firms are open to a range of tools to boost performance. Nearly all businesses (97%) believe quantitative data that helps prioritize what to fix first on their website is useful, with 73% acknowledging that a combination of quantitative and qualitative data is ultimately most useful. 66% say that in two years time they will have embraced online CEM, including session replay, suggesting that not knowing the full truth about Customer Experience is no longer an option. MUSTO The retail industry is an increasingly omni-channel environment with retailers having multiple touch points with a customer, all of which present different challenges and Customer Experiences. The emphasis is largely focused on driving customers to a site but, equally important, is understanding customer actions within the site and why customers may abandon a purchase. There can be a number of reasons for purchase abandonment but the competitive edge can be gained by identifying the issues that are specific to your business. For us this included the complications of offering different currencies, and balancing stock availability with customer demand. By spotting these issues and rectifying how we communicate to customers we have seen a direct impact on reducing purchase abandonment. 90% of retailers recognize that they could probably or definitely improve their Online Customer Experience Quote taken from UserReplay customers (2015) The Online Customer Experience 16
17 Sector summary: Travel Online platforms have become increasingly popular amongst travellers searching and booking travel, whether flights, train journeys or hotels. While the travel industry continues to strive to improve speed, flexibility and services, maintaining a consistent Customer Experience is a big challenge. Travel organizations experience more challenges with their Online Customer Experience than other sectors. Understanding why customers may struggle with their website (95%), maintaining a single CEM approach across both mobile and web (92%) and customer churn (87%) are all felt more keenly by travel organizations. Just over a third (35%) say they have an excellent understanding of what customers do on their websites. Without knowing the full truth, 90% believe decision making around online marketing activity ultimately suffers. Travel firms are the first to acknowledge the relationship between Customer Experience and growth. Over three-quarters (76%) believe a lack of investment in Online Customer Experience is impacting growth in their organization, higher than amongst businesses in retail (64%). The impact of sub-optimal Customer Experience is seen as most likely to affect the firm s reputation (37%), with over a third expecting reduced online conversion rates. Figure 11: Current e-commerce challenges (Travel) 39% Understanding why customers may struggle with our website 18% Maintaining a single approach to Customer Experience Management across mobile and web 29% Customer churn 45% Levels of shopping cart / trolley abandonment (pre-payment) 32% 34% 74% Ensuring website meets compliance requirements Managing negative sentiment around our online experience (e.g. from voice of customer, social media, call centre feedback) Levels of online fraud 58% 53% 48% 56% 42% Levels of payment / checkout abandonment Customer disputes following online transactions 5% 8% 13% 13% 15% 18% 23% 58% 19% 42% 37% 21% 29% 37% 34% Significant challenge Moderate challenge Not a challenge The Online Customer Experience 17
18 Critically, however, it is sales which matter. Over half (55%) believe they could increase their sales if their website was running optimally. For travel firms, the transition to mobile access (52%) and its impact on usability and sales makes understanding the Online Customer Experience significantly more difficult. Effectively managing both the web and mobile experience will be vital if travel firms are to maximize their online service. Appetite for tools to help understand the Customer Experience is encouraging. 60% and 34% currently use web analytics and CEM tools respectively. 34% of travel organizations plan to adopt online CEM tools, including session replay, in the next two years. The future belongs to organizations that put their customers at the center of everything they do and with such tools in place, travel companies stand a better chance of competing on Customer Experience. Direct Ferries The travel industry has seen a significant shift to operating largely online. With multiple elements to most travel bookings, customers can easily become lost in the transaction process. Coupled with these challenges is the customer expectation of a simple booking experience. For travel companies, especially ones that have large volumes of online bookings, it s critical to have visibility of any barriers to conversion, however big or small as they can directly impact the bottom line if they go unresolved. Over half believe they could increase their sales if their website was running optimally Quote taken from UserReplay customers (2015) The Online Customer Experience 18
19 Concluding thoughts from UserReplay With Online Customer Experience fast becoming a key competitive battleground for retail, finance and travel brands alike, organizations are finding themselves on the back foot as a significant proportion of customer issues are going undetected and unresolved. This visibility void impacts everything from marketing planning and budgeting, to conversion and brand reputation. Costly consequences indeed in a time of increased consumer fickleness, where every website click really does count and the customer journey moves from device-to-device and channel-to-channel. A lack of investment in Online Customer Experience management impacts growth and remaining in the dark on customer frustrations is really no longer an option as competition intensifies. Businesses that want to deliver the best possible Online Customer Experience know they need to put themselves in the customer s shoes and replay the online experience from the customer perspective in order to identify ALL the issues a customer may be experiencing. Businesses further acknowledge that when they are already stretched resource-wise, there is considerable value in being able to prioritize which issues to fix first by quantifying the impact of any given issue in financial terms. The combination of quantitative and qualitative insight is particularly compelling to businesses keen to get to the full truth of the Online Customer Experience, as is the ability to access these tools and technologies on-demand via cloud, alongside on premise delivery is the year when organizations will get serious about uncovering, and responding to, the full truth of Online Customer Experience or they will get left behind by consumers and competitors alike. The e-businesses that implement the capabilities to examine their Customer Experience proactively and make changes based on true insight will be the ones that succeed. For more information please visit The Online Customer Experience 19
20 About UserReplay UserReplay s session replay technology lets users understand and analyse every visitor s journey through a website. For e-commerce companies this is invaluable as it enables them to improve conversion rates, find and fix site bugs, resolve customer disputes, recover abandoned baskets and prevent fraudulent transactions online. Aimed at medium to large enterprises with e-commerce channels, UserReplay enables users to improve the quality of their websites, enhance customer s shopping experience, and reduce dramatically the time required to resolve any problems and disputes consumers may have while shopping. USA 425 Market Street, Suite 2200, San Francisco, CA 94105, United States of America Telephone +1 (415) sales@userreplay.com Merlin House, Brunel Road, Theale, Reading, Berkshire, RG7 4AB, United Kingdom UK Telephone +44 (0) sales@userreplay.com
Case Study. Case Study
Case Study Company Overview Great Lakes is a non-profit organization dedicated to helping make college a reality. The organization makes successful student loan repayment possible, in partnership with
More informationCAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts
CAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts Hilary Salazar, Product Marketing Manager, Tealeaf TABLE OF CONTENTS Executive Summary...1
More informationPredicting the future of predictive analytics. December 2013
Predicting the future of predictive analytics December 2013 Executive Summary Organizations are now exploring the possibilities of using historical data to exploit growth opportunities The proliferation
More informationA CHASE PAYMENTECH WHITE PAPER. Uncovering Five Myths About M-Commerce
A CHASE PAYMENTECH WHITE PAPER Uncovering Five Myths About M-Commerce If there is a single subject that dominates online retailing right now, it is m-commerce and it is not hard to see why. Sales of smartphones
More informationHow To Meet Customer Expectations On Mobile
IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer
More informationThe Role of Mobile in Retail Commerce. June 2013
The Role of Mobile in Retail Commerce June 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the growth and development of smartphone devices in mobile and
More informationWhy Kampyle? Kampyle is dialing back the clock to an era when the customer was king and businesses were driven by understanding his needs.
COMPANY PROFILE Who We Are Kampyle is a group of innovative, creative and engaged people who are enthusiastic about our customers, our work, our families and our diverse interests. Together, we have developed
More informationDecrease Shopping Cart Abandonment. Increase Revenues by Boosting Purchase Completion Across All Channels
Decrease Shopping Cart Abandonment Increase Revenues by Boosting Purchase Completion Across All Channels Key Benefits Integrate Kampyle insight with web analytics Improve the mobile experience Act to improve
More informationTHE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS
THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology
More informationA CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers
A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...
More informationOvercoming basket abandonment through effective implementation of real-time communications services.
Overcoming basket abandonment through effective implementation of real-time communications services. The benefits of real-time customer engagement For the vast majority of online retailers, converting
More informationOnline Presence: What SMBs Want
Online Presence: What SMBs Want How to successfully provide digital offerings to your SMB customers April 2015 An ebook by Contents Introduction...3 5 Facts about what SMBs want from online presence...4
More informationCUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING
WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,
More informationManage the Digital and Mobile Customer Experience A Breakfast Briefing. For Web Analysts, Customer Insight Managers & Online Marketers www.scl.
Manage the Digital and Mobile Customer Experience A Breakfast Briefing For Web Analysts, Customer Insight Managers & Online Marketers www.scl.com The art of the possible SCL background Predicting, Understanding
More informationA strategic approach to fraud
A strategic approach to fraud A continuous cycle of fraud risk management The risk of fraud is rising at an unprecedented rate. Today s tough economic climate is driving a surge in first party fraud for
More informationFinancial Services Sector: Missing Customer Expectations?
Financial Services Sector: Missing Customer Expectations? Independent Market Research Commissioned by June 01 Executive Summary: 77 global say the way they deal with companies has changed in the last 1
More informationOnline Customer Experience Management in the Financial Sector
Online Customer Experience Management in the Financial Sector 1 Contents 3 4 6 8 11 Introduction Chapter One An Online Transformation Chapter Two The Challenges of Online Financial Services Chapter Three
More informationCUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION
CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer
More informationLIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement
Using analytics to measure the ROI of engagement Website analytics have evolved a lot since the humble Page View. No longer are decisions on new changes based on guesswork and intuition. Instead, you can
More informationClear Returns changes the way retailers think
Clear Returns changes the way retailers think Understanding the causes, likelihood and impact of returns helps to drive profitability It s not what they buy, it s what they keep. Shopping behaviour has
More informationMULTICHANNEL MARKETING
REPORT Report Multichannel Marketing MULTICHANNEL MARKETING A Study Highlighting Current Approaches and Investment, Opportunities and Key Challenges 1 2 Introduction 4 Key findings 6 Conclusion 19 3 INTRODUCTION
More informationDigital Experience Optimization. How to deliver the seamless digital experience your customers expect and boost conversion while locking in loyalty
Digital Experience Optimization How to deliver the seamless digital experience your customers expect and boost conversion while locking in loyalty What makes a customer decide to give you their business?
More informationThe Order Management Tipping Point:
The Order Management Tipping Point: Why Salesforce is at the Center of the New Communication Service Provider Architecture Sponsored by Technology Changing the Customer Change is constant for all industries,
More informationBEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS.
BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS. 1 CONTENTS INTRODUCTION 2 ACHIEVE TARGETED MARKETING 6 CUSTOMER SERVICE AND SATISFACTION 3 EMPOWER STAFF WITH MOBILE CRM 7 DON T RELY ON SPREAD
More informationBetter Data. Smarter Decisions. Learn to Maximize Growth with Marketing Data. Greater Revenue.
Better Data. Smarter Decisions. Learn to Maximize Growth with Marketing Data Greater Revenue. DataMentors, LLC March 2014 1 Better Data. Smarter Decisions. Greater Revenue. Better Data. Smarter Decisions.
More information2014 State of Customer Acquisition
2014 State of Customer Acquisition New acquisition survey findings by Trendline Interactive Research study commissioned by CertainSource an ewaydirect Company INTRODUCTION There is a bit of a schism amongst
More informationOffering a shopping 2.0 experience is a challenge for two out of three retailers... 3
The Application Gap in Retail 78% of retailers are not able to guarantee application performance while 88% confirm it negatively impacts their customer satisfaction SURVEY REPORT contents Offering a shopping
More informationThe Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience
The Connecting with Customers Report A Global Study of the Drivers of a Successful Online Experience November 2013 Executive summary LivePerson (NASDAQ: LPSN), a leader in online customer engagement, commissioned
More informationConversion Rate Optimisation Guide
Conversion Rate Optimisation Guide Improve the lead generation performance of your website - Conversion Rate Optimisation in a B2B environment Why read this guide? Work out how much revenue CRO could increase
More informationThe Hurdles Facing Today s Online Merchants
Digital River World Payments Survey Report The Hurdles Facing Today s Online Merchants BlueHornet.com Background At the 2011 E-Commerce Payments & Risk Conference hosted by the Merchant Risk Council (MRC)
More informationIBM Tealeaf solutions
IBM Software Industry Solutions IBM Tealeaf solutions Empowering e-business with pioneering Customer Experience Management solutions IBM Tealeaf solutions IBM Tealeaf solutions are designed to help companies
More informationBUILDING A STRATEGIC ROADMAP FOR WEBSITE OPTIMIZATION
BUILDING A STRATEGIC ROADMAP FOR WEBSITE OPTIMIZATION Common Obstacles and How to Overcome Them Brooks Bell & ClickTale Webinar Housekeeping Q&A at the end Slides and Recording will be sent in a few days
More informationEPoS and Ecommerce Solutions for Independent Retailers
EPoS and Ecommerce Solutions for Independent Retailers The future of independent retail is multi-channel. Successful independent retailers will need to have a real time, single view of customers, stock
More informationOMNI-CHANNEL MARKETING. Top 9 Questions
OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is
More informationGrow Revenues with Customer Insights that Increase Stickiness and Boost Bookings
Kampyle for Travel Industry Grow Revenues with Customer Insights that Increase Stickiness and Boost Bookings Optimize performance and encourage return visits based on real-time, qualitative data Key Benefits
More informationCA PPM Project HealthCheck
CA PPM Project HealthCheck An independent research study, undertaken and conducted by Loudhouse Research, on behalf of CA February 2010 Table of Contents Executive Summary 3 Project management pressures
More informationDEVELOPER ATTITUDES to APP MARKETING
DEVELOPER ATTITUDES to APP MARKETING Mobile app developers share their opinions on the state of app distribution and monetization 2013 appflood.com Executive Summary With the growing volume of mobile apps
More informationHow to organise / structure an e-commerce team
How to organise / structure an e-commerce team This note has been written by Michael de Kare-Silver Michael has been involved in the digital technology, e-commerce and Mobile world for some 15 yrs. He
More informationThe Order Management tipping point. Why Salesforce is at the center of the new Communication Service Provider architecture
The Order Management tipping point Why Salesforce is at the center of the new Communication Service Provider architecture Why Salesforce is at the center of the new Communication Service Provider architecture
More informationHow Mobile Shopping Drives Omnichannel Conversions
Whitepaper How Mobile Shopping Drives Omnichannel Conversions The Evolving Path to Purchase Table of Contents Introduction 1 How Consumers Engage with Mobile 3 Consumer Expectations for Mobile Experience
More informationImproving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
More informationEpiserver Mobile Commerce Report 2015 Benelux
Episerver Mobile Commerce Report 2015 Benelux Foreword Talking about mobile commerce is almost an anachronism now. As high street and online shopping have merged, this evolution has continued onto all
More informationHow do you compare with mobile leaders? Adobe Mobile Marketing Survey
How do you compare with mobile leaders? Adobe Mobile Marketing Survey How do you compare with mobile leaders? Table of contents 1 Introduction 2 Summary of insights 3 Marketing owns mobile 4 A mobile strategy
More informationSponsor of the study: Holistic Customer Experience in the Digital Age
Sponsor of the study: Holistic Customer Experience in the Digital Age A Trend Study for Germany, France and the UK PAC 2015 Core findings 1 Everybody talks about digitization but few companies have a profound
More informationCONTENTS Introduction Call tracking Case Study Call Tracking tools Testimonials The Mediahawk Experience conclusion Request Demo
1 CONTENTS 1. Introduction 3 2. Call tracking Case Study Abbott Moore 4 3. Call Tracking tools For Financial Services 6 4. Testimonials 9 5. The Mediahawk Experience 10 6. conclusion 12 7. Request a Demo
More informationCMS -A Critical Solution For Today s Ecommerce
CMS -A Critical Solution For Today s Ecommerce ecommerce + WCMS = CXM. How Savvy Businesses Are Transforming Their Business From Selling Products In An Online Brochure To Assisting Customers Across A Buyer
More informationPPC Automation 2014: The ROI of Paid Search Automation
PPC Automation 2014: The ROI of Paid Search Automation A Digital Marketing Depot Whitepaper Executive Summary: Paid search is the lynchpin for a robust digital marketing strategy and can enable brands
More informationThe ROI of Online Customer Experience Management
The ROI of Online Customer Experience Management How the latest customer journey analysis technology can boost sales, improve service and reduce fraud on websites. 1 Contents 3 4 8 9 10 13 Introduction
More informationThe SEO Performance Platform
The SEO Performance Platform Introducing OneHydra, the enterprise search marketing platform that actually gets SEO done and creates more revenue. Optimising large ecommerce websites is what OneHydra was
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationProactively Increasing Your Online Sales
Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than
More informationKea Influencer Relations and Marketing for High-Tech & Technology Providers
Kea Analyst Relations Industry analysts play a key role in defining markets and educating buyers. We work with clients to identify and track the most influential and relevant industry analysts, and advise
More informationBuild Exceptional Customer Experiences With IT Agility
A Forrester Consulting July 2014 Thought Leadership Paper Commissioned By CenturyLink Technology Solutions Build Exceptional Customer Experiences With Agility Table Of Contents Executive Summary... 1 Providing
More informationSmarter Service: The Contact Center of the Future
Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow
More information8 CRITICAL METRICS FOR MEASURING APP USER ENGAGEMENT
8 CRITICAL METRICS FOR MEASURING APP USER ENGAGEMENT Contents Measuring the Success of Your Mobile App...01 1. Users...04 2. Session Length...07 3. Session Interval...12 4. Time in App...15 5. Acquisitions...18
More informationBuilding smarter banking with digital customer experience management
Building smarter banking with digital customer experience management Digital CEM adoption in the Nordics: a progress report Introduction The impact of digitalisation has been profound in the financial
More informationChanging trends in multichannel shopping and browsing preferences. October 2013
Changing trends in multichannel shopping and browsing preferences October 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the changes in multichannel shopping
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationLearn from the best: How customer understanding and analytics grow revenue and deepen loyalty
Customer engagement solutions IBM Case Study ebook IBM ExperienceOne IBM ExperienceOne Learn from the best: How customer understanding and analytics grow revenue and deepen loyalty Discover how 10 leading
More informationOnline Reviews: Creating value for businesses and their customers
Online Reviews: Creating value for businesses and their customers Welcome to the Trust Economy The marketing landscape has evolved. More than ever, your brand is in the hands of the consumer. Or in the
More informationTravel vs. Retail. How travel professionals need to think differently to engage, convert and retain customers
Travel vs. Retail How travel professionals need to think differently to engage, convert and retain customers March 2014 Travel vs. Retail Contents Introduction #1 #2 #3 #4 #5 #6 The mobile visitor presents
More informationOptimizing The Digital Customer Experience Marketers Must Adopt And Embrace Continuous Optimization
A Forrester Consulting March 2015 Thought Leadership Paper Commissioned By Qubit Optimizing The Digital Customer Experience Marketers Must Adopt And Embrace Continuous Optimization Table Of Contents Executive
More informationRetail Mobile Pulse Survey:
Retail Mobile Pulse Survey: Understanding Retailer Perspectives and Investments In partnership with Digiday FEBRUARY 2015 Introduction The continued fragmentation of a consumer s path to purchase across
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationThe new rules of customer engagement
The new rules of customer engagement EMEA Research Report for Financial Services and Telecoms Organisations April 2015 www.decisioningvision.com HOW DO YOU KNOW IF YOUR BUSINESS MODEL IS FIT FOR PURPOSE
More informationFive Key Outcomes of Social CRM
Five Key Outcomes of Social CRM A look at the business case Social CRM: more than monitoring Take a step back. When contemplating social media initiatives, it s easy to get tunnel vision. The evaluation
More informationActively Engage with Energy Utility Customers to Build Loyalty and Drive Retention
Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and
More informationSix Opportunities for Travel Companies to Transform the Customer Experience
Six Opportunities for Travel Companies to Transform the Customer Experience The travel industry led the way in the adoption of an online sales model. Expedia was launched almost 20 years ago in 1995, while
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More informationMeasure Social Media like a Pro: Social Media Analytics Uncovered SOCIAL MEDIA LIKE SHARE. Powered by
1 Measure Social Media like a Pro: Social Media Analytics Uncovered # SOCIAL MEDIA LIKE # SHARE Powered by 2 Social media analytics were a big deal in 2013, but this year they are set to be even more crucial.
More informationa white paper presented by THE EFFECT OF DISCONNECT: THE OPERATIONAL CHALLENGES OF RUNNING AN ECOMMERCE BUSINESS
a white paper presented by THE EFFECT OF DISCONNECT: THE OPERATIONAL CHALLENGES OF RUNNING AN ECOMMERCE BUSINESS Report highlights l Retailers need to move away from the disconnect of silos and rethink
More informationExceptional Customer Experience AND Credit Risk Management: How to Achieve Both
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
More informationBest Practices of Mobile Marketing
Best Practices of Mobile Marketing With the advent of iphone, Android phones, and tablets, adoption of the mobile is contagious, and will continue in the coming years as well. The market penetration of
More informationEmerging Consumer Engagement Models in Healthcare
An egain White Paper Emerging Consumer Engagement Models in Healthcare Better Healthcare Journeys by Design 2015 egain Corporation. All rights reserved. Changing healthcare industry landscape The Patient
More informationMARKETING AUTOMATION: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA
: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA Kynetix Technology Group Introduction People who remember using a Rolodex to keep track of their clients consigned this little piece of history to the back of
More informationPaid Search: What Marketers Should Focus on in 2014
[Type text] Paid Search: What Marketers Should Focus on in 2014 NETBOOSTER.COM Sergio Borzillo, Head of PPC (UK) Paid Search: What Marketers The 4 main areas to focus on for your Paid Search strategy in
More informationWhy your business decisions still rely more on gut feel than data driven insights.
Why your business decisions still rely more on gut feel than data driven insights. THERE ARE BIG PROMISES FROM BIG DATA, BUT FEW ARE CONNECTING INSIGHTS TO HIGH CONFIDENCE DECISION-MAKING 85% of Business
More informationA Quick Guide to Social Customer Service: Measure, Refine & Scale
A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last
More informationCelebrus for Telecommunications: Deepening customer intelligence with individual-level digital data
SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very
More informationHow To Analyze Customer Experience
Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying
More informationMaking the Business Case for Unifying Channels
Whitepaper Making the Business Case for Unifying Channels in Financial Services Your Customer Experience Management Strategy is Only as Strong as Your Weakest Channel Table of Contents Today s Retail Banking
More informationModern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More informationTen steps to implementing a successful web performance monitoring programme
Web performance management made easy Ten steps to implementing a successful web performance monitoring programme This guide for ecommerce business managers, outlines 10 steps to optimise ongoing web user
More informationBuilding a Multi-Channel Contact Center
WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5
More informationThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,
More informationA Beginner's Guide to E-Commerce Personalization
A Beginner's Guide to E-Commerce Personalization CommerceSciences.com Contents Introduction... 1 Real-Time Offers & Website Personalization... 3 Creative Messaging That Really Matters... 5 Drawing Your
More informationMultichannel Attribution
Accenture Interactive Point of View Series Multichannel Attribution Measuring Marketing ROI in the Digital Era Multichannel Attribution Measuring Marketing ROI in the Digital Era Digital technologies have
More informationOmnichannel Payments
Omnichannel Payments The Connected Consumer The way consumers buy goods and services is changing profoundly We now exist in a truly global, connected and digital world. A world of choice that lets us purchase
More informationState of Marketing Measurement Survey Report
2014 State of Marketing Measurement Survey Report 1 Foreword Welcome to the Ifbyphone 2014 State of Marketing Measurement Survey report. Since we last published our trends on the fast-evolving marketing
More informationState of Search Marketing 2014
Research State of Search Marketing 2014 Search Marketing Survey Report April 2014 State of Search Marketing 2014 While Marketing has undergone dramatic change in the last few years; Search Marketing undergoes
More informationTech deficit. June 2014
Tech deficit June 2014 Executive Summary Breaking into new markets, meeting customer requirements and increasing profitability are key objectives for all companies. Efficient and adaptable technology is
More informationRetail. Optimising the online payment journey for shoppers
Retail Optimising the online payment journey for shoppers Introduction Retailers go to great lengths to attract shoppers to their websites in a race to boost their sales. Often, however, they mistakenly
More informationOMNI-CHANNEL NEEDS OMNI-SECURITY
OMNI-CHANNEL NEEDS OMNI-SECURITY isheriff RETAIL INDUSTRY WHITE PAPER COPYRIGHT 2015 isheriff, INC. A customer-centric experience that seamlessly connects a company s digital and physical stores and allows
More informatione-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES
e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5
More informationClaims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey
Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing
More informationThe Perfect Digital Marketing Recipe For Your Business Success
The Perfect Digital Marketing Recipe For Your Business Success Executive Summary With a wide variety of options available to us, it can often be difficult to find the optimum combination of tools and techniques
More informationGetting Behind The Customer Experience Wheel
Getting Behind The Customer Experience Wheel Create a Voice of the Customer Program for your Organization In any business, serving your customers well is critical to success, loyalty and growth. But do
More informationCorporate websites as a premium acquisition channel
Driving superior marketing performance across the full multichannel customer experience is an on-going challenge for chief marketing officers (CMOs). It s a complex task not made any easier by the proliferation
More informationUnderstanding your customer s lifecycle journey
IBM Software Thought Leadership White Paper Customer Analytics Understanding your customer s lifecycle journey Shorten digital purchase cycles by solving conversion struggles 2 Understanding your customer
More information