Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.
Research shows clear benefits for companies that make personalisation part of their business strategy. This report provides guidance on how to enable and deliver personalised experiences at scale through data, tools, techniques and people.
This report looks at the strategies businesses can employ to convert demand, maximise value and optimise their ecommerce propositions.
This best practice guide discusses the key benefits of marketing automation and provides advice on strategy and implementation. It covers the opportunities marketing automation offers businesses today, as well as what the future might hold.
This guide to user experience (UX) and interaction design equips readers with the knowledge, tools and techniques they need to deliver great user experiences and design products that people like to use.
This report offers practical and pragmatic advice for developing and implementing a successful customer experience strategy.
A best practice guide providing marketers with a framework for how to approach social CX and customer service and how to integrate that into a broader customer experience strategy.
A best practice guide looking at the strategies marketers should deploy to transform new customers into repeat customers, as well as how to optimise long-term loyalty and advocacy among the highest value customers.
A best practice guide providing marketers with overview of customer journey mapping and a simple starting point for anyone yet to map out their customer journeys.
A best practice guide exploring the uses, challenges and opportunities of AR for marketers and investigating what the future of this technology might look like. It also explores whether AR will merely be a fad or a lasting form of digital engagement between marketers and consumers.
This report looks at the case for investment in gamification marketing, how to plan an effective strategy and deliver it well, including capturing data and achieving viral reach. It also looks at which brands have done it well, and considers what the future holds for gamification.
This report explains how consumer neuroscience and consumer psychology can benefit digital marketers for strategy and implementation. It examines consumer neuroscience as a market research discipline, and explores cognitive concepts that can be directly applied by digital marketers.
A guide aimed at senior marketers to help them better understand the opportunities offered by experiential marketing, outlining when and how the discipline can add value.
Balance Me worked with GPMD to migrate to a more flexible, CRM-integrated platform and to optimise their site to deliver a seamless, personalised customer experience
The Unilever-owned skincare brand partnered with Edelman to create the platform, which linked users to skincare experts, attracting 3.1 million users
Face the Future partnered with Herd to offer a frictionless, personalised customer journey
The general manager of AI at the content personalisation company discusses the capabilities of its Da Vinci AI solution, and how marketers should approach personalisation.
While many businesses make use of online chatbots, the experience of conversing with one can be frustrating, particularly in a customer support context. Fergal Reid, Senior Director of Machine Learning at Intercom, and Nico Beukes, Managing Director at Yext, talk about the chatbots they are testing with generative AI and how they guard against errors.
Jos Harrison, Global Head of Brand Experience and Design at Reckitt, spoke at Econsultancy Live about building brand equity throughout the FMCG customer journey, arguing for a service-led approach that recognises how consumers relate to brands.
Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.
This quick guide provides businesses with a starting point for putting their CX strategy into action, looking at the principles, techniques and metrics behind the delivery of exceptional customer experiences.
This quick guide provides an introduction to the fundamental principles of UX with practical guidance on designing seamless user experiences that place the customer’s needs front and centre.
The increasing popularity of social media has changed consumer expectations around customer service. This guide provides a starting point for brands looking to create or update their social CX strategy.
The Internet Statistics Database contains thousands of charts and statistics related to customer experience, for you to browse, save and export.
