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In praise of Marks & Spencer’s online returns UX

The venerable retailer continues to invest in a broad range of customer experience initiatives, which are bearing fruit in its clothing and homeware division.

Insights Editor Ben Davis is impressed by its online returns process. Not just "how easy it was, but the gentle prompts involved that showed understanding of heuristics and shopper behaviour."
 
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Five key themes from our Future of Marketing report

Senior Analyst Rose Keen looks forward and shares the five key findings or themes from the research. She examines the direction of travel within the industry and what skills may be required for those working in capability.
 
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Agentic AI: Join us for Digital Shift, 6th Feb

As GenAI tools morph from conversational chatbots into more autonomous AI agents, how will this impact marketing operations and execution?

Join Econsultancy’s Digital Shift webinar hosted by industry expert Neil Perkin.
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Fast Track to Digital Marketing
Transform your marketing skills with Econsultancy's Fast Track to Digital Marketing—the ultimate learning experience combining elearning, live virtual classrooms, expert Q&A sessions, and social learning. With industry experts Stefan Tornquist and Steffan Aquarone leading the way, you'll gain practical insights from two of the best in the business.

In just 8 weeks, master critical topics like email marketing, data analytics, and user experience, and start seeing measurable results in your work.
Register by 25 February
Member Events
Agentic Marketing and Evolving GenAI

February 6th, Online, 9am & 4pm GMT

As GenAI tools morph from conversational chatbots into more autonomous AI agents, how will this impact marketing operations and execution? Join Econsultancy’s Digital Shift webinar hosted by industry expert Neil Perkin.
The Marketing Capability Leaders Forum in 2025

January 23rd, Waterloo, London, 9am GMT

At Econsultancy HQ, we’ll be hosting our Q1 meet-up for senior leaders in marketing and ecommerce. You’ll hear from a panel of marketing leaders as they reveal how they have navigated transformation, placing capability at the heart of their strategies.

Please note, the forum is invite-only, so registrations are subject to approval.
View all events
 
   
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Econsultancy London
Floor 14, 10 York road,
London, SE1 7ND, UK
 ‌ +44 20 7970 4322
 ‌  Econsultancy New York
205 Hudson Street, 7th Floor
New York 10013, United States
 ‌ 929 577 9564
 
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