Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage.

Financial 69

Financial Banking Customer Centricity Consumers 69

CX Journey

AUGUST 29, 2018

To achieve the Customer Wins requires technology and people One of the strengths that Gerry brings to this conversation is his combination of IT expertise and people focus. Community : from public visibility to community engagement and social care benefits. All businesses who’ve succeeded at CX have developed both.

Case Study 86

Case Study Hotels Consulting Culture 86

Team Support

JUNE 14, 2019

Instead, leverage a centralized customer support system that houses all customer information and utilizes support integrations to share this data with other systems and the greater team. Instead, a customer support system provides sophisticated ticket management features including both public and private ticket actions.

System 75

System Self Service eBook Customer relationships 75

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

C Space

FEBRUARY 12, 2020

This is about rethinking your entire business model based on the customer. And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. We can launch a beta product and iterate and improve with customer insight all of the time. So says Bernie Banks.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Thematic

SEPTEMBER 18, 2018

A metric such as the Customer Effort Score (CES), which measures the ease of the experience on a scale from Very Difficult to Very Easy, will be relevant for a touchpoint where the ease of use is the primary driver, for example when setting up a money transfer using online banking. Could be due to historic or cultural reasons?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Joe Rawlinson

AUGUST 15, 2018

This may be the case when customers contact brands with complaints. As a result, brands need to display an objective view when interacting with customers. Focusing on Transparent and Honest Communication. You would be surprised to know how many customer service executives don’t follow these practices.

Customer Satisfaction 88

Customer Satisfaction Study Customers Brands 88

Lumoa

JANUARY 23, 2018

When your customer sends you their feedback, they expect it to be read. They expect actions and communication. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? And we mean it.

Analytics 304

Analytics NPS Financial Analysis 304

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers. But when Stephen’s actually talked to the departing customers, the No.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Qualtrics

NOVEMBER 19, 2019

Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. – Geoff Ho, PhD, Director of Organization Development at Rogers Communications. Empower employees with the freedom to do what’s right for the customer.”. Read more: Why HR is the ‘secret sauce’ for innovation.

Management 31

Management Chief Customer Officer Healthcare Banking 31

North Highland

FEBRUARY 21, 2019

The impact of these differing needs on the customer experience cannot be overstated and it stretches across all touchpoints the executor has with the organisation, from digital interactions through to verbal and written communications received throughout their journey. Email Sarah | Connect on LinkedIn | +44 7481 306376.

Financial 49

Financial Customer Centricity Policies Loyalty 49

Solvvy

AUGUST 31, 2022

When you monitor your CSAT score and respond to the voice of the customer, you can take steps that have a positive impact on your business, including: Reduce Customer Churn. A customer satisfaction score can show how likely they are to choose your business again based on their perceptions of particular elements of the customer journey.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

ProProfs Chat

NOVEMBER 9, 2021

Normally ranging from 5-10 questions, Customer Satisfaction Surveys could be sent after a customer makes a purchase or in a span of every 90 days with the general-purpose to assess how happy your customers are with your product or service. Read more: 100+ Customer Satisfaction Survey Questions. Email Surveys .

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

JANUARY 16, 2019

Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean. Charles Wilson- Product Insights, New Balance. Cultural Anthropologist, Westat. Tate- SVP Strategic Initiatives Marketing, Bank of America. Natasha Hritzuk- VP Consumer Insights, Turner.

Conference 28

Conference Marketing Case Study Analytics 28

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Currency Alliance

NOVEMBER 15, 2021

When brands offer points, there are clear and visible incentives for customers to engage in purchases and non-purchase activities that drive specific customer behavior. Points Bank – where you keep track of all the loyalty transactions and customer’s points balance. Loyalty functionality as a set of microservices.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Experience Matters

APRIL 7, 2015

NICE Customer Journey Optimization is an analytics solution that helps organizations manage the customer engagement process across multiple touch points in real or near-real time. It analyzes structured and unstructured data from multiple communication channels, and generates a visual representation of customer behaviors and trends.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Alignment

DECEMBER 18, 2017

There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference. Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. to communicate more effectively – visiting family, friends, or business associates. And that customer insight would not be known by competitors. Doubtless, the same will happen in mobility.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. You can also sell points to partners.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40