CX Olympics Event One: Personalization

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How test and learn drives Expedia’s innovation: An interview with Andy Washington, Managing Director, Expedia Northern Europe

Travel

During our recent Future of Travel event, it became clear that across the entire travel industry many brands are experiencing digital transformation, as they seek to address the challenge of competing on customer experience in order to remain competitive.

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Singles day: The new ecommerce opportunity before Christmas

Retail

Forget Black Friday. Forget Cyber Monday. The ecommerce day making headlines in Asia and soon to make landfall in the West is Singles Day on November 11th. Originating in China, it started life as a counterpart to Valentine’s Day. Since 2009 however, Chinese ecommerce giant Alibaba, amongst others, has used the day to drive traffic between Chinese New Year and the end of summer.

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Four tips for engaging return visitors

Web Personalization

When devising a testing strategy, it is important to think about how to segment visitors in a functional way which is both scalable and allows for continuously optimised personalisation.

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The customer has landed—what next?

Retail

If marketing has one goal, it’s to reach consumers at the moments that most influence their buying decisions. That simple reason is why Amazon started offering targeted product recommendations over a decade ago to consumers already logged in and ready to buy.

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Quick wins to improve retention: Q&A with conversion expert, Stephen Pavlovich.

Web Personalization

Customer retention is not a new problem. However, with big data solutions and new marketing technologies, there are now innovative approaches that can be taken to solve the problem. As a result, many companies are seeing their retention marketing budgets rise as personalisation and optimisation efforts start to drive impressive ROI in this space. Some say it’s seven times more expensive to acquire a customer than to keep one; whether or not that’s true, it can’t be argued that acquisition costs are increasing and more focus needs to be directed at keeping current customers on board.

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Three questions to ask when choosing a new ecommerce platform

Web Personalization

We make thousands of choices every day, from what to wear and what to have for breakfast, to more difficult decisions like how to impress the boss and how to meet impossible deadlines.

Choosing a new ecommerce platform is not an everyday decision, which means that if you do decide to make a change, you want to choose the right replacement, so you don’t have to worry about it for the next few years.

Before you start speaking to different ecommerce platform vendors, it’s good to first ask yourself and your team the following questions:

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"Personalization is the ultimate challenge." Interview with Tom Baker, Boylesports

Web Personalization


This week I caught up with Tom Baker, Head of Acquisition & Conversion Optimization at BoyleSports to chat about all things optimization, customer experience, and digital marketing. Tom shared with me his experiences as a marketer in the eGaming industry.

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Highlights from the financial services digital insights roundtable

Web Personalization

Over two thirds of the UK adult population are active online banking users, and 30% are using mobile. So why is the Financial Services industry still in last place when it comes to delivering on customer experience expectations? The requirement for a new business model that reflects the modern consumers’ lifestyle has never been more evident.

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How travel websites can differentiate themselves through personalization

Travel

Today, travel companies are able to gather more customer data than ever before – including search and session history, previous purchases, and behavioral patterns. This data can be used to define buyer personas, and map content to users’ interests to ‘get personal’ on the web.

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