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

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. People to follow.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

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. If you get people right, you’re going to have the best innovation, best technology, and best products.”. Read more: Why HR is the ‘secret sauce’ for innovation. Find out more in Anahita’s Visionaries profile.

Management 31

Management Chief Customer Officer Healthcare Banking 31

North Highland

FEBRUARY 21, 2019

Sarah has over fourteen years of experience guiding Financial Services organisations to improve innovation, efficiency, customer-centricity, and speed-to-market whilst meeting regulatory demands. Emily has over seven years of experience helping clients improve their Customer Experience (CX). Emily Popham.

Financial 49

Financial Customer Centricity Policies Loyalty 49

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

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

PeopleMetrics

APRIL 23, 2014

We are not only seeing customer trust come up for our own clients – across different sectors –but we are also hearing about it in the media and from the thinkers we follow. With Gazelle being in a new category, establishing trust with customers has been crucial to our growth as well.” ” Customer Trust and Me.

Company 48

Company Entertainment Social Media Culture 48

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. 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.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. New regulatory frameworks, such as GDPR and open banking, are going to give your competitors access to data about your best customers.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

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. Marie Wolfe- Consumer & Market Insights, Unilever. Peter Mackey Head of Strategic Innovation, Wizer.

Conference 28

Conference Marketing Case Study Analytics 28

Currency Alliance

SEPTEMBER 17, 2019

Like most airline programs, they have formal partnerships with carriers which are popular with their local base – Singapore Airlines, Hawaiian Airlines, Etihad and about 15 others – as well as hotel, rental car, and bank partners. And most of the banking partners, BP, etc. and a good selection of co-branded credit/debit cards.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. I’ve been working on mobility solutions since 2012, when I was Group Director of New Ventures and Innovation at eDreams ODIGEO. And that customer insight would not be known by competitors.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

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

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

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. Randy Hernandez. jet_capital.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

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. utilities (AGL). fashion (Adidas).

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52