Customer Experience


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Consumers to Brands: 'You Disappoint Me'

Sep 27, 2018

Do brands live up to their promises to consumers? Much of the time, the answer is no, and a recent study suggests that the ramifications of that can be very bad news for brands that fall short of expectations.

How Consumers Are Acclimating to Automation

Sep 26, 2018

The world is becoming more automated—from self-driving delivery vehicles to subscription commerce—but is tech creating convenience or concern for consumers?

Customer Experience Roundup 2018

Sep 21, 2018

Customer experience has become one of the biggest areas of business focus across industries. One way that adds value to a consumer’s shopping journey is authentic, tailored content. eMarketer has curated this Roundup of articles, insights and interviews to zero in on the trends affecting content marketing today—from creation and personalization to brand safety and more.

For Many, Reaching Out to Customer Service Isn’t Enjoyable

Sep 20, 2018

According to a recent LogMeIn survey, about one-quarter of North American internet users said customer service wasn’t able to solve their problem, and if they did, it took far too long.

Digital Advertising on Amazon and the Duopoly—What It Means for Everyone Else

Sep 13, 2018

In this live-video webinar, eMarketer senior analyst Nicole Perrin briefs you on the growth of the duopoly: Google and Facebook, and also on Amazon—which has become a giant in its own right. She’ll also examines the reasons why it's still important for brands to work with other platforms and publishers.

Customer Service Seekers Prefer Bypassing Humans

Aug 29, 2018

The role of chatbots in ecommerce has evolved from a sales tool to a customer service assistant. When US internet users want to resolve a customer service issue quickly, more than half turn to chat, according to a CGS survey.

Customer Experience Matters to Supply Chain Execs Too

Aug 21, 2018

Improving the customer experience is the driving force behind many retail initiatives, but it's also a top priority among supply chain and logistics professionals. A new report from Adelante SCM and BluJay Solutions found that customer experience is one of the leading factors in spurring supply chain innovation.

Customer Experience Execs Adapting to Millennial Expectations

Aug 15, 2018

Millennials have been the focus of advertisers, retailers and media for over a decade. Marketers are recognizing this massive shift, but not all are capable of meeting the expectations of younger consumers.

The Impact of Product Recommendations

Aug 14, 2018

User-generated ratings and reviews are a known confidence-builder among online shoppers. But retailer product recommendations can also affect decision making—to a larger degree than you might think.