Consumers want personalised experience but wary of sharing data

European consumers expect to receive the 'VIP' treatment when it comes to marketing and interactions they have with brands, yet they remain concerned about the sharing, use, and protection of their personal data. 

These trends are gleaned from the fourth annual State of Personalisation Report from Twilio, the customer engagement platform that drives real-time, personalised experiences for today’s leading brands. With data being an enabler of personalisation and enhanced...

11 July 2023 | Customer Experience

Amdocs helps Three UK harnesses data to drive personalised customer experience

A Three UK store in Maidenhead.

Amdocs, a provider of software and services to communications and media companies, has collaborated with Three UK to transform its data capabilities, enabling the UK-based operator to embed data-driven decision making and provide its customers with a more personalised experience.

Under the deal, which also includes a multi-year managed services agreement, Three UK is leveraging Amdocs’ industry-leading logical data model (aLDM) to build a scalable, open and modular data...

3 February 2023 | Customer Experience

Average UK customer service issue takes nine hours to be resolved

Customer service workers.

Online brand management firm, Yext, has unveiled the results of a new, original survey that reveals the extent to which consumers are struggling to find accurate information from brands online.

The research surveyed 3000 consumers across Europe, including 1,000+ consumers in the UK, and found that on average, respondents say it takes nearly 9 hours for a typical customer service issue to be resolved. This is much higher than the expected time it would take to resolve an...

1 February 2023 | Customer Experience

Northumberland Zoo turns to technology to transform the customer experience

Maxine Bradley with a racoon.

Owners at Northumberland Zoo believe an innovative technology platform they have introduced will be a gamechanger for the sector – growing income while also educating.

The family-run zoo, sat in 17 acres, near Felton, Morpeth, has partnered with County Durham-based n-gage.io, to implement the company’s audience engagement platform and attraction management software, created to improve the visitor experience.

Maxine Bradley, founder and zoo curator, explained:...

7 December 2022 | Customer Experience

Don’t underestimate the power of AI in marketing

A voltage reader.

Matt White, VP EMEA of Quantcast, discusses how marketers can effectively employ AI to create a better customer experience and meet buyers where they’re at.

Bringing AI up in conversation can stir up a lot of different opinions. Hollywood has prompted an entire generation to fear AI thanks to Black Mirror, 2001: A Space Odyssey and Ex Machina - just to name a few.  This perception misses one crucial detail about AI though - when used correctly, it can revolutionise a...

1 December 2022 | Automation

Post Office partners with Yext to improve digital customer experience

Iona's Post Office.

Yext, the self-proclaimed 'answers company', has partnered with Post Office, the UK’s largest retail network.

Yext will support Post Office by providing its customers with consistent and accurate information across all of its digital touchpoints. With over 11,500 branches, Post Office will leverage Yext to improve online visibility, drive footfall, and improve branch profitability. Post Office will also more efficiently monitor, analyse and respond to reviews using Yext’s...

24 November 2022 | Customer Experience

87% of marketers say their work provides greater value now than a year ago

A stack of coins.

Salesforce has released the eighth edition of the State of Marketing report. Drawing from a survey of 6,000 marketers across 35 countries and an analysis of trillions of outbound marketing messages sent using the Salesforce platform, the report explores how marketers are:

working to meet customers’ digital-first expectations doing more with less in the face of macroeconomic uncertainty adapting to new privacy regulations while still delivering exceptional customer...

7 November 2022 | Best Practice

UK marketers are embracing hybrid working to deliver creativity in customer experiences 

People creating a user experience plan using post it notes.

More than two thirds (68%) of UK marketers are embracing a hybrid approach to work to support their teams in the creation of new ideas having overcome the challenges of the past two years.

This is according to research from digital experience platform (DXP) provider Optimizely, which concluded that creativity is critical in driving strong customer experiences.

The Marketer Experience study, based on a global survey of in-house marketing professionals, including...

23 September 2022 | Customer Experience

Junior marketers are driving customer experience innovation

A team planning with post-it notes.

Junior marketers are playing a leading role in driving innovation, with 50% saying that trying out new techniques and ideas to improve customer experiences is a major part of their day-to-day activities, according to a survey from digital experience platform provider Optimizely.

In its Culture of Experimentation report, based on a survey of 200 UK in-house marketing executives, assistants and managers, Optimizely also highlights that 50% of marketing assistants are directly...

21 April 2022 | Best Practice

Mastercard acquires Dynamic Yield to strengthen consumer engagement services

A Mastercard bank card.

Mastercard has completed its acquisition of Dynamic Yield, a state-of-the-art personalisation platform and decision engine company, from McDonald’s.

It is hoped that Dynamic Yield will strengthen Mastercard’s suite of consumer engagement and loyalty services that help brands deliver more effective and trusted customer experiences across channels.

Raj Seshadri, President of Data & Services, Mastercard, said: “Every day, we safely connect billions of people with...

5 April 2022 | Customer Experience