customer experience

Evergage Blog

Ideas and Strategies for Real-Time Personalization
Top Takeaways from KPMG’s 2018 US Customer Experience Excellence Analysis

Top Takeaways from KPMG’s 2018 US Customer Experience Excellence Analysis

June 19, 2018 by

This month, KPMG published its annual US Customer Experience Excellence Analysis titled Know me: The key to an individualized, personal customer experience. The survey behind the analysis included 7,500 U.S. consumers and 250 brands across 10 business sectors: financial services, grocery, non-grocery retail, restaurants & fast-food, entertainment & leisure, travel and hotels, logistics, ut […]

Navigating Constant Change: Takeaways from Retail Innovation Conference

Navigating Constant Change: Takeaways from Retail Innovation Conference

May 10, 2018 by

Last week’s Retail Innovation Conference brought together perspectives from over 50 retail professionals, who presented on everything from the state of the industry, AI and personalization, to payment systems and influencer marketing. As sponsors, our team had the opportunity to have great conversations with some of the 400+ attendees and share insights. Here are my biggest takeaways from the co […]

How Endurance International Group Drives Upsells with Evergage and Salesforce

How Endurance International Group Drives Upsells with Evergage and Salesforce

April 27, 2018 by

Customer communication is a common challenge for SaaS companies. You want to keep customers engaged with your company, make them aware of major product updates, and provide helpful advice, but you don’t want to bother them too much. No matter how important your product is to your customer base, they don’t want to be overwhelmed with too much email. The line between helpful and obnoxious commun […]

Omnichannel Retail Experiences: Personalization Across In-Store and Online Channels

Omnichannel Retail Experiences: Personalization Across In-Store and Online Channels

April 20, 2018 by

The online experience plays an important role in the decisions shoppers make offline — and the influence of digital on the in-store experience is only going to grow. In fact, by 2022, Forrester expects the internet to influence 41% of in-store sales during customers' purchase journey. As the importance of digital channels increases, retailers are looking to provide better experiences that keep s […]

Incorporating Customer Reviews into Your B2B Marketing Strategy

Incorporating Customer Reviews into Your B2B Marketing Strategy

April 13, 2018 by

Even with the burst in popularity of account-based marketing, it’s become pretty clear that inbound marketing remains a proven strategy to attract customers. Blog posts, social media content, white papers, and videos are all classic examples of inbound marketing tactics. But what many marketing departments miss is the opportunity to use customer reviews as part of their inbound marketing strateg […]

For the Customer’s Sake, Financial Services Companies Need to Blow Up Their Data Silos

For the Customer’s Sake, Financial Services Companies Need to Blow Up Their Data Silos

March 13, 2018 by

There are all kinds of reasons companies are changing their approach to data management—and the customer experience is as powerful as any. You may ask, “What does data management have to do with our customer relationships, let alone their perception of our brand?” Quite a bit more than you think, actually. Customer data—or more precisely, what you do with customer data—can help make it o […]

Stop Thinking About Personalization Tactics and Start Thinking About Your Business Strategy

Stop Thinking About Personalization Tactics and Start Thinking About Your Business Strategy

March 6, 2018 by

Marketers have often used personalization as a tactic to improve certain metrics. They may have included someone’s name in an email subject line as a tactic to improve email open rates. They may have served a pop-up as someone attempting to leave their site as a tactic to lower bounce rates. These tactics have likely proven to be successful in many cases, so marketers keep using them. As consume […]

Planning for Personalization in 2018: Starting With What’s Possible

Planning for Personalization in 2018: Starting With What’s Possible

March 1, 2018 by

As we get further into this year, personalization is probably something you’re thinking about. You might be looking to get started with personalization for the first time, or more likely, you’ve done some personalization in the past but now you’re looking to get serious about implementing a real personalization strategy. With so many different places to start, personalization can seem overwh […]

The Answer is Clear for Toys R Us: Hyper-Personalization

The Answer is Clear for Toys R Us: Hyper-Personalization

February 15, 2018 by

Last month, large children’s toy retailer Toys R Us announced that it would be closing one-fifth of its store locations as part of its bankruptcy reorganization plans. For most consumers, this news isn’t surprising. It no longer makes sense to go to a Toys R Us store or even to visit the Toys R Us website when you can find any product you want on Amazon — often at a cheaper price with better […]

The Importance of Personalization for Financial Services [Infographic]

The Importance of Personalization for Financial Services [Infographic]

February 9, 2018 by

Personalization is such a hot topic in the world of marketing these days. But personalization isn’t just another marketing buzzword — it’s a critical strategy for delivering a better experience for prospects and customers. Every person that visits your site, uses your app, views your emails, calls your call centers, or visits your branch is unique. Each person is looking to accomplish her ow […]

3 Steps to Design Consistency for Your Personalized Experiences

3 Steps to Design Consistency for Your Personalized Experiences

January 10, 2018 by

Personalizing a site or app is a great way to create a relevant and engaging experience for a visitor or user. In many cases, a personalized experience is so subtle that visitors will not even realize that they are experiencing personalization. Instead, it just feels like the site is relevant and easy to use. At least, that’s the idea. But your personalized experience can feel a bit disjointed i […]

Top 6 Financial Services Customer Experience Trends to Watch in 2018

Top 6 Financial Services Customer Experience Trends to Watch in 2018

January 4, 2018 by

In the year ahead — and well beyond — financial services organizations will be shifting their strategic focus to the “customer experience,” or CX. Not to worry, though, there won’t be any less concern about operational efficiency or profitability, but changing customer expectations and competitive pressures will require a new approach to pretty much everything involving today’s tech sa […]

The Personalization Technology Build vs. Buy Conundrum, Part 2

The Personalization Technology Build vs. Buy Conundrum, Part 2

December 12, 2017 by

When businesses first start thinking about incorporating personalization into their strategies, one of the first decisions they must make is whether to build or buy the underlying technology. Making the right decision depends on the unique needs of your business. There are a few questions that you should ask yourself to help assess these needs. I covered the first few questions in part 1 of this […]