As digital transformation accelerates worldwide, growth in online shopping has created opportunities not only to reimagine brand relevance, but also to rethink the end-to-end customer experience. Dr. Tiffany Raymond, head of global customer advocacy, at PayPal, talks with eMarketer editorial director at Insider Intelligence Rimma Kats, about steps you can take to optimize your product, cart and checkout pages to help reduce cart abandonment, improve conversion, increase spend and boost customer loyalty.

Find out why the gap in customer experience (CX) persists, the vital role data integration plays, and how consumer behavior has drastically changed since 2019. Hear from Redpoint Global’s John Nash, chief marketing and strategy officer, and the Harris Poll’s Erica Parker, managing director.

Starbucks invests in more frictionless customer experiences: More fast-food brands are building up their drive-thru and on-the-go ordering capabilities, meeting changing consumer behavior in the process.

Across brick and mortar and ecommerce, the customer experience landscape has changed dramatically—and permanently—during the pandemic.

On today's episode, we discuss how the pandemic changed the car buying customer journey and what BMW's digital experience is trying to achieve. We then talk about why online-only brands might need to do more to earn customers' trust, whether people want more—or less—human interaction when shopping, and what eBay's latest move says about the future of the retailer. Tune in to the discussion with general manager at Autogermana Andrés Fuse, eMarketer senior analyst Matteo Ceurvels, and analyst at Insider Intelligence Blake Droesch.

On today's episode, we discuss some suggested ways to rein Facebook in, a newly proposed social media model, the significance of the customer experience gap, what to expect from the new Instagram TV, how to create good thought leadership, when the best days to go into the office are, the scientific reason dogs are the best, and more. Tune in to the discussion with eMarketer director of reports editing Rahul Chadha, analyst Blake Droesch, and principal analyst at Insider Intelligence Paul Verna.

On today's episode, we discuss how prepared measurement and syndication vendors are for the removal of third-party cookies and device IDs, what options advertisers have to maintain measurement and addressability, and some best practices and recommendations for both sides of the supply chain that will help them seamlessly transition to a privacy-centric future. We then talk about how connected TV (CTV) giants are holding onto new customers, YouTube's CTV ads that can move over to your smartphone, and where people prefer to watch movies. Tune in to the discussion with senior vice president of product and general manager of customer experience at Neustar Steve Silvers and eMarketer principal analyst at Insider Intelligence Paul Verna.

Fluid customer journey, scorecarding sustainability, and marketplaces

Find out how brands can move up the customer data maturity curve in a lively discussion with Liz Switzer, associate director of customer relationship management (CRM) and engagement at Condé Nast, and Tamara Gruzbarg, head of customer insights and strategy at ActionIQ.

Successful brands are providing a hybrid customer journey that lets shoppers move seamlessly between the online and offline worlds. Tijs van Santen, chief customer officer at Uberall, shares insights with eMarketer editorial director at Insider Intelligence Rimma Kats, on consumer shopping behavior, including engagement with local businesses.

Join us as Tate Olinghouse, chief client officer of Acxiom, discusses how the proper and ethical use of data can help brands interact with their customers in a meaningful way, and more, with Geoff Ramsey, co-founder of eMarketer.

For years, delivering strong customer experience (CX) has been critical to an organization’s success—yet it’s still difficult to deliver on. Here’s how marketers need to think about CX success in 2021.

A promising retail avenue: For marketers struggling to find new digital buyers in China, livestreaming opens the door to shoppers who crave in-store experiences amid the pandemic.

Grad Conn, chief experience officer of Sprinklr, discussed with Geoff Ramsey, co-founder of eMarketer, how to scale your customer engagement while providing a great experience.