What is customer success and how does it differ from customer experience?
Rebecca SentanceDuring the second half of the 2010s, “customer success” – both as a business concept and as a function – has steadily been growing in popularity.
Rebecca Sentance
How machine learning is transforming retail both online and offline
Rebecca SentanceTen years ago, using artificial intelligence to optimise retail processes, power product recommendations and improve the customer experience was the sole province of cutting-edge ecommerce powerhouses like Amazon. But other retailers are now catching up.
The new age of audio: What does it mean for advertising?
Rebecca SentanceThe rise of podcasts and online streaming, as well as a wealth of devices to listen to audio on, has meant advertisers are re-evaluating the role of audio in their marketing mix.
A marketer’s guide to progressive web apps
Rebecca SentanceProgressive web apps are growing in popularity, particularly among online retailers, as they look to improve the mobile experience and increase sales.
The fintech revolution and its effect on customer experience
Rebecca SentanceOver the past few years, a digital revolution has been taking place in the financial services industry that has upended consumers’ expectations of customer service and left some incumbents scrambling to catch up.
The rise of programmatic outdoor: What advertisers need to know
Rebecca SentanceThe advent of programmatic trading has revolutionised online advertising by allowing ad placements to be bought rapidly, efficiently and automatically.
Super apps: How the rest of the world is following in China’s footsteps
Rebecca SentanceWeChat is no longer the only super app ecosystem available to Chinese internet users. In her recent Internet Trends 2019 report, Mary Meeker highlighted the growing trend of super apps both within and outside China.
TikTok: Everything marketers need to know
Rebecca SentanceThe emergence of TikTok suggests short-form video is more resilient, among both consumers and advertisers, than might previously have been believed but it will face challenges to maintain its popularity.