How Casey Cardinia Library tapped its CX tech in lockdown

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The humble local library, once the domain for school kids and older people checking out a few books, has been transformed into a digital destination, where a customer focus has given rise to improved services and a raft of new digital tools. At least that’s the experience with Casey Cardinia Library, one of Victoria’s largest public library networks.

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The future of the mall

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30-second summary: More customers are transitioning to a digital-first experience Digital-first brands that recognize a superior CX as a competitive differentiator are aware that the in-store experience, while still important, represents just a sliver of how a customer interacts with a brand. Clienteling is one type of a digital experience that can enhance an in-store visit. Malls are taking other steps to re-think the traditional mall experience with a digital focus, such as buy online, pick-up in-store (BOPIS) or buy online, return in-store. A personalized, digital-first CX that treats an in-store experience as complementary to a holistic customer journey more closely aligns with how the customer views their relationship with a brand. As a proud native Minnesotan, home to the Southdale Center and the Mall of America, the country’s first mall and its first mega-mall, respectively, the topic of the demise of the mall hits close to home. While Minnesota …

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Key insights: Agile marketing adoption, when data doesn’t sing with CX, opportunities lost, ecommerce rises again

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30-second summary: Finance, health, and high-tech are the most keen on planning agile marketing transformation 38% respondents mentioned that internal silos were a top challenge for delivering great CX Customer experience influenced customers more than it would have 2 years back 50% consumers would switch brands or spend less due to a CX that lacked personalization There’s a huge, yes huge gap in the engagement and send out rates clearly indicating that businesses lost out on opportunities to capture their consumers’ attention Given the ecommerce slump in March, April has seen a 43% thanks to users wanting to make purchases and paid advertising. A lot can happen in a week, and a lot has happened indeed. Our weekly key insights this week brings you an eagle-eye view of the marketing space, across silos in customer experience (CX), agile marketing, and lots more. Data and silos in CX According to content …

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9 in 10 CX Professionals Say a Journey-Based Strategy is Key to Overall Success

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Eight in 10 CX, analytics, customer care, and marketing professionals surveyed for a new report [download page] from Pointillist say that a journey-based strategy is very (39%) or extremely (40%) important to their organization’s overall success. Respondents, more than 95% of whom have a customer journey-based approach to CX, also agree that a journey-based approach… Read More » The post 9 in 10 CX Professionals Say a Journey-Based Strategy is Key to Overall Success appeared first on Marketing Charts .

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