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  • 9 min read

    The Future of eCommerce: What’s on The Horizon for Brands and Retailers?

    2020 has been a year for the history books. On January 1, we thought we were simply entering a new decade and getting a new start. That is until, only a few weeks into the year, the Covid-19 health crisis struck worldwide and the year took a turn for the worse. As the virus continued […]

    Wendy Carré

  • 2 min read

    How to Become a Digital Telco Leader: Interview with VodafoneZiggo

    VodafoneZiggo is the driving force of Dutch digitization. Founded in 2016 as a joint venture of Liberty Global, the biggest international TV and broadband internet company, and Vodafone Group, one of the world’s biggest telecommunication companies, VodafoneZiggo is a Dutch telecommunications company building the “network of the future” in The Netherlands.  Digital progress is woven […]

    Wendy Carré

  • 6 min read

    The Era of Omnichannel eCommerce Experience Has Arrived

    This year, eCommerce has proved itself irreplaceable to consumers. While customers first turned to online shopping as a necessity during the onset of the pandemic, their behaviors today tell us this eCommerce boom is anything but a short-lived trend. Still, while eCommerce has proved it’s here to stay, brands must keep customer experience and engagement […]

    Wendy Carré

  • 7 min read

    Logistics: A New Competitive Advantage for eCommerce Brands

    Online and in-store competition is rife. Brands are finding innovative ways to provide the best possible customer experience on their eCommerce websites, with the help of UX, chatbot support, experience personalization, and mobile.  But what if the differentiating factor was ultimately offline rather than online?  Nabil Malouli, VP Global eCommerce at DHL, gives us the […]

    Wendy Carré

  • 6 min read

    Luxury eCommerce: The Experience Challenge

    The recent health crisis has forced businesses to rethink their digital marketing strategies. To set themselves apart, they now need to use their imagination to adapt their sales channels, analyze their customer data, and evaluate their online user experience.  The COVID-19 pandemic has unquestionably impacted many industries, including the luxury goods sector. According to consultancy […]

    Limei Hoang

  • 4 min read

    How Exceptional Customer Service Helps Luxury Brands Stand Out

    A digital earthquake has been felt in the luxury goods industry, and its impact is indisputable. There’s a host of new opportunities available to brands: new user behavior, product innovations, and particularly, exceptional and innovative customer services. As Cécile Robin, Head of eCommerce EMEA at Shiseido, explains that the luxury market’s cornerstones are its services. […]

    Wendy Carré

  • 2 min read

    The Rise of Influencer Marketing for Luxury Brands

    While brands have long used social media influencers to increase the visibility of their products and services, increase brand authenticity, and generate sales, many luxury brands have resisted leaning on influencers until recently. Every industry was changed by the onset of COVID-19, but few were as impacted as the luxury industry. The cornerstone of many […]

    Joël Gaudeul

  • 8 min read

    Humanizing The Digital Experience: The Art of Making Data Talk

    While most businesses are navigating the new demands of a hyper-connected society, the (re)emergence of the human-digital customer relationship is the real challenge of the future. As sales and communication channels continue to multiply, how can we humanize the customer experience with the help of data?   TABLE OF CONTENTS From Mass Marketing to Personalization […]

    Mathilde Airvault & Emmanuelle Bouveret

  • 4 min read

    The Online Experience: Adapting to New Consumer Behavior

    In 2020, an unprecedented health crisis took the whole world by surprise, sending businesses of every size scrambling to pivot their operations and keep up with new user behaviors. While a period of digital channel marketing transformation had long been underway, the pandemic accelerated it at an unprecedented pace. According to a study carried out […]

    Claire-Émilie Lecocq

  • 2 min read

    Three Questions on Voice of Customer with Contentsquare’s Pierre Bancelin

    Why has Voice of Customer (VoC) become a must-have? These days, it’s the consumer who has all the power. It’s not enough to offer good customer service. Brands are at the mercy of their customers’ expectations, and particularly their opinions, ratings, and all around desire for a good Cx customer experience. Any experience a consumer […]

    Geoffrey Vion

  • 5 min read

    Digital Accessibility: The Weight of Invisible Disabilities

    Nathalie Bedoin is a teacher-researcher at the University of Lyon 2 and Lyon Neuroscience Research Center where she specializes in neurodevelopmental disorders (in particular dyslexia), developmental language disorders (dysphasia), and attention deficit disorders with or without hyperactivity (ADHD) in children and adults. With the topic of digital access on everyone’s lips, brands are racking their […]

    Claire-Émilie Lecocq

  • 4 min read

    Women in eCommerce: Gender Inequality | The Wage Gap

    Working at Contentsquare, running events, and speaking to women working at eCommerce brands large and small, I knew early on just how many amazing women there are in the industry. And yet, I also know that most women in the industry still face significant challenges, both in their day to day lives, and in their […]

    Sahana Sekaran

  • 2 min read

    3 Questions with Malvina Courouble-Or, International eBusiness & Call Centers Manager, Van Cleef & Arpels

    For Contentsquare’s annual CX Circle magazine, we posed three questions to Malvina Courouble-Or, the International eBusiness & Call Centers Manager at French luxury jewelry, watch, and perfume company, Van Cleef & Arpels. We spoke to Courouble-Or about her work and what it’s like being a woman in eCommerce. Here’s what she had to say:   […]

    Chris Camps

  • 4 min read

    Acting for Diversity: Sinead Rose on Creating a Charitable Organization for Women

    For Contentsquare’s annual CX Circle magazine, we sat down with Sinead Rose, the founder of We Are We, a U.K. charity focused on empowerment of women and working towards gender equality. The charity’s main area of focus is ending period poverty in the U.K. through education, donations, and policy to ensure every woman has access […]

    Chris Camps

  • 3 min read

    The Benefits of an Open and Inclusive Business, with Katharina Stock

    As part of this year’s CX Circle Magazine, we sat down with Katharina Stock, a User Experience (UX) Researcher at Cosnova Beauty, a German cosmetics company. We asked Stock to share what it’s like working at Cosnova Beauty, a predominantly female company known for its transparency and culture. Here’s what she had to say about […]

    Chris Camps

  • 2 min read

    The Importance of Diverse Leadership, with Chioma Anokuru and Morgan Fitzsimons

    It’s a Thursday evening. In an airy London office space with more plants than seats, a small hubbub of young professionals swivel in their seats to chat with their neighbors, prosecco glasses in hand. The low murmur of conversion gives way to silence as two women take the stage, mics in hand. Chioma Anokuru, an […]

    Chris Camps

  • 2 min read

    INVITATION: Defining CX’s role in the digital world of tomorrow

    Join Contentsquare, Zoom, Nespresso, Dell, Walmart, Microsoft and Others for a Half-Day Virtual Event  Customer experience is increasingly defining brands and becoming a factor that can soar a brand to new heights or sink its ship. It’s shaping the future of online engagement between brand and audience and becoming the battleground on which market leaders […]

    Niki Hall

  • 4 min read

    Join us for an exhilarating day at the movies; it’s CX Circle time!

    Grab your popcorn because we’re heading to the movies! 🍿🎥 From award-winning experimentation and personalization tips to red carpet-worthy web optimizations and accessibility guidance—this all-day event at Picturehouse Central, London (and online) will keep you on the edge of your cinema seat. Sign up today to hear from brands like Heathrow, Avon, Vanquis, Clarins, Microsoft, […]

    Katie Leask

  • 2 min read

    Three key learnings from CX Circle 2021

    We recently hosted our second annual CX Circle, and this year was all about how to make CX your competitive advantage in 2022.  Our agenda was packed with keynote and breakout sessions covering all things CX, from accessibility to creating empathy-driven design to optimizing your apps. We heard from companies like Zoom, Dell, Sonos, Nespresso, […]

    Delaney McDonald

  • 2 min read

    Digital and dynamic experiences: The key to differentiating your customer journey

    It’s irrefutable that digital, eCommerce and the way we interact online has drastically changed in the past couple of years. There are new roles and functions that have emerged for brick and mortar, mobile, and digital channels that simply weren’t around ten years ago.  Now it’s all about understanding these new roles and figuring out […]

    Delaney McDonald

  • 3 min read

    5 very good reasons to attend CX Circle 2022 (The digital CX festival edition) 

    Watch out Glastonbury Festival ‘cause CX Circle is back 🎪 We’re throwing in glitter face paint, glow sticks, and a closing party so sassy Elton John would write a song about it. We’ve also lined up the best acts in digital customer experience: HSBC, Direct Line Group, Ocado, Classpass, and the list goes on.   […]

    Nea Bjorkqvist

  • 6 min read

    5 actionable insights from CX Circle 2022

    We’re dishing out key takeaways from our most popular CX Circle sessions. Dig in to get the latest digital CX trends, tips for collecting customer insight (that go beyond data analytics), and a framework for aligning your business and customer needs.  CX Circle = A day of digital goodness Glow sticks, disco yoga, and digital […]

    Nea Bjorkqvist

  • 3 min read

    Your ticket to great CX awaits: The destination? The DX Beach Club

    Set your calendars to OOO and get ready to shape customer experiences that’ll wipe even the most hardened of resting beach faces off at CX Circle: The DX Beach Club on June 2nd.   Our half-day event at the Ivy Sunroom, Sydney (and online) will take your CX international with brands like Telstra, Cashrewards, and L’Oreal on […]

    Emmie Hwang

  • 3 min read

    5 reasons to walk the red carpet at CX Circle Singapore

    Get your tux fitted and brush off your most glamorous gown as we host you at Contentsquare’s inaugural CX Circle: The DX Gala, Singapore.  Come 6th October 2022 at the iconic The Cathay Cinema, join us for an evening of extravagance, celebration and thought-provoking discussions on the digital experience and its impact on your business. […]

    Mona Teo-Rubinsztajn

  • 5 min read

    Five key takeaways from CX Circle: The DX Beach Club

    Ahead of our next CX Circle event (this time, we’re heading to The DX Gala), we thought we’d recap a full day of takeaways from our The DX Beach Club back in June. Hosted at the Ivy in Sydney, we pulled back the curtain on humanising digital experiences with CX experts from King Living, L’Oreal, […]

    Emmie Hwang

  • 3 min read

    Step into the future: CX circle London is back!

    CX Circle — the customer experience event of the year — is back.  This time, we’re stepping into the future of human digital experiences. We’ve got immersive futuristic breakout rooms, surprise entertainment, and a closing party your future self will thank you for.   Speakers from VICE, Sky, Lovehoney, Clarins, On the Beach and many more (incredible) […]

    Nea Bjorkqvist

  • 3 min read

    5 takeaways about being a woman in eCommerce and dealing with imposter syndrome

    According to a report by the World Economic Forum, men hold 69% of roles in leadership globally. It is undeniably still a men’s world, despite an accelerating trend of women being hired into leadership roles. This understandably gives rise to feelings of imposter syndrome, which is defined by Oxford Languages as “the persistent inability to […]

    Mona Teo-Rubinsztajn

  • 4 min read

    A Q&A with Mark Adams at VICE on driving digital innovation

    VICE is one of the world’s biggest media companies for young people, known for its edgy content. Since joining the company as VP of Innovation, Mark Adams has helped drive transformation and diversification. From acquiring the Old Blue Last pub to I-D, a street fashion media for Gen Z, he’s played a key role in growing the business. Now, […]

    Nea Bjorkqvist

  • 5 min read

    Digital customer experience: 8 trends to look out for

    What are the top digital customer experience trends from CX circle London? How are brands future-proofing their CX strategies? According to Nasdaq, nearly every shopping purchase (95%) will happen online by 2040. This doesn’t surprise us as this shift in consumer shopping habits is already well underway. Brands are now under more pressure than ever […]

    Nea Bjorkqvist

  • 2 min read

    CX Circle is heading to NYC this fall: Here’s why you should too

    CX Circle is Contentsquare’s global flagship event that brings together the industry’s best to discuss all things digital experience and highlight winning customer experience (CX) strategies and innovations. And for the first time ever, the world tour is coming to New York City on September 28! This year’s event is about the new era of […]

    Delaney McDonald

  • 3 min read

    Contentsquare’s CX Circle 2023 World Tour to Arrive in the US

    For the first time, the global CX phenomenon is coming to New York on September 28 for a new era of digital experience NEW YORK, August 2, 2023, 10am ET – Contentsquare, a global leader in digital experience analytics, announced today that CX Circle, an immersive customer experience event, will be coming to the US […]

    Contentsquare

  • 4 min read

    Golf Digest Online on the value of improving customer experience

    The importance of improving the customer experience  No one wants a bad user experience. Improving customer experience is essential as it boosts customer satisfaction and loyalty, provides a competitive advantage, increases conversions and sales, reduces customer churn, fosters a positive brand perception, and facilitates data-driven decision-making. Prioritizing a seamless online customer journey enhances a business’s […]

    Contentsquare

  • 3 min read

    How Norwegian Cruise Line improves mobile customer journeys using Contentsquare

    With Contentsquare, Norwegian Cruise Line can help multiple teams accomplish a common goal: Help users get through a complex mobile customer journey with minimal steps and friction points. Planning, researching and booking a vacation can often lead you down a complex and complicated user journey. Navigating travel dates to destinations, accommodations and transportation can be […]

    Delaney McDonald

  • 3 min read

    5 reasons to attend CX Circle Sydney

    Enter the new era of digital experience  The trends and technology you have to keep up with can get overwhelming, so let’s make life a little easier for you. Step into the future with us at CX Circle Sydney  as we reveal what you actually need to focus on to succeed in this new era […]

    Mona Teo-Rubinsztajn

  • 3 min read

    The AI-powered future of customer experience

    We’re entering a new era of digital experience. In an environment where brands constantly strive to outdo one another, the critical differentiator is no longer just the quality of the product or service; it’s the digital customer experience. With advancements in artificial intelligence (AI), the future of customer experience (CX) is limitless and continually evolving. […]

    Delaney McDonald

  • 5 min read

    Digital Experience in the New Era: A Q&A with Bazaarvoice and Monetate

    Contentsquare’s annual global event, CX Circle, is just around the corner. This year’s event, hosted on September 28, is focused on the new era of digital experience. So we sat down with our technology partners speaking at the event, Bazaarvoice and Monetate, to get their thoughts, advice and predictions for the evolution of digital experience. […]

    Delaney McDonald

  • 2 min read

    How to use AI to future-proof your brand

    We stand at the forefront of a transformative era where technology, especially artificial intelligence (AI), reshapes how brands engage with customers. Leveraging AI to create better digital customer experiences is no longer just an option; it’s necessary for future-proofing your business. At CX Circle New York City, industry experts and leading brands shared their customer […]

    Delaney McDonald

  • 3 min read

    How Koala adopts simplicity in their UX and product design

    Koala on why simplicity is key when designing UX  To design user experiences that actually convert in the age of distraction, Scott Shillinglaw, Senior Digital Product Manager at Koala, lives by three words – less is more.  At CX Circle Sydney, Scott reflects on how embracing simplicity helped the team improve engagement and conversion metrics. […]

    Mona Teo-Rubinsztajn

  • 6 min read

    Unlocking growth: 5 essential digital analytics trends for 2024

    The global revenue of the big data analytics market is due to double over the next five years—from 350 billion in 2024 to 656 billion in 2029. No wonder digital professionals believe that data-driven insights will be a top trend in the customer experience (CX) space for 2024. According to our What’s Next in CX: […]

    Dave Anderson