InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize bus

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Alida

FEBRUARY 23, 2024

Learn expert tips to make your UX research operations more efficient and scalable - whether you are starting small or tackling larger projects.

Tips 130

Tips User Experience 130

Totango

FEBRUARY 23, 2024

The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.

How To 97

How To Leadership Marketing Tips 97

Beyond Philosophy

FEBRUARY 23, 2024

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.

Customer Experience 88

Customer Experience Technology Strategy Management 88

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. But what about those B2B companies that sell their services to other businesses?

B2B 59

B2B Brands Social Media Wireless 59

Adrian Swinscoe

FEBRUARY 23, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.

Customer Experience 59

Customer Experience Customers Customer Focused Customer Journeys 59

Forrester's Customer Insights

FEBRUARY 23, 2024

Fintech is slouching towards ubiquity (see image below). As it does, fintech will evolve into a broadly held mindset in contrast to being defined as a type of company, a specific set of startups, a category of product types, or a series of new business models.

Company 65

Company Customers 65

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. But what about those B2B companies that sell their services to other businesses?

B2B 52

B2B Brands Social Media Wireless 52

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Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves. Recently, we conducted a comprehensive study of our customer data, and the findings were clear: having a trained Gainsight Admin through Gainsight University positively impacts key metric

Net Promoter Score 52

Net Promoter Score Data NPS Study 52

dscout People Nerds

FEBRUARY 23, 2024

The two teams have more in common than you’d think, but learning from their differences can bring both of them better results and buy-in across the organization.

Marketing 52

Marketing 52

Forrester's Customer Insights

FEBRUARY 23, 2024

Thanks to genAI, the era of AI computing is upon us. Backed by decades of development and fueled by billions of dollars in language models, AI infrastructure, and AI-powered applications, technology is taking a massive leap forward.

Technology 60

Technology Customers 60

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. While operating independently, they’re united by a common goal: the organization’s success. This unified vision, made possible through clear business communication, is not just about exchanging information; it’s about creating a dialogue where strategies align, objectives are understood, and every team member

Communication 64

Communication Multi-Channel Culture Social Media 64

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Forrester's Customer Insights

FEBRUARY 23, 2024

The awe and wonder of genAI – instantly generating ad headlines, email copy, images for social posts, quality video, and more – is quickly fading as the complexities of adopting its capabilities into marketing workflows take center stage.

Video 58

Video Marketing B2C Innovation 58

SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Sounds like a dream, right? Well, with the power of pulse surveys , that dream can become your reality. Now, what is a pulse survey? Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective.

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 22nd, a massive service interruption in AT&T cellular services affected subscribers across the nation. Although outage-report volumes were in the hundreds of thousands, that is likely just the tip of the iceberg.

Tips 57

Tips Report Technology Strategy 57

SurveySparrow

FEBRUARY 23, 2024

Torn between Jotfrom and Wufoo? I know how crucial it is to choose the right form builder! Surprisingly, yesterday, a sparrow told me that Jotform vs Wufoo is the hot topic of discussion in town! And a good debate can’t be overlooked. This is why the team and I researched and came up with all the facts you need to make an informed decision. But again, I know we have some curious minds lurking here.

Comparison 52

Comparison e-support Survey CRM 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 21, Google announced its new generative AI solution for productivity, Gemini for Google Workspace. Previously launched for enterprises as Duet AI for Workspace Enterprise, Gemini for Google Workspace Enterprise keeps the same pricing, at $30/user/month for unlimited usage.

Chatbots 57

Chatbots Employee Experience Technology 57

Daniel Group

FEBRUARY 23, 2024

Why Do We Still Use the Telephone for Market Research? When presenting to a prospective client, I am often asked this question—Why phone? Given all the digital survey options from email, text, QR codes, etc., why do you still use the phone? This is a fair question. I want to outline why we use the telephone for much of our Market Research. This blog is especially worth reading if you consider implementing a CX feedback program or changing your existing one.

Marketing 52

Marketing Automotive Self Service Effort Score 52

Forrester's Customer Insights

FEBRUARY 23, 2024

The California attorney general’s office reached a settlement with DoorDash after the food delivery company sold customer data without proper notice or opt out controls. It got slapped with a measly $375,000 fine (for context, DoorDash’s stock price is $122 and change), but don’t brush this off as a one-and-done.

Data 54

Data Company B2C Customers 54

2020 Research

FEBRUARY 23, 2024

Key Takeaways Michigan voters have concerns about Joe Biden’s mental and physical well-being. At least half of those surveyed would support Trump in the 2024 elections, even if he is convicted of a felony in one or more of the cases against him. Respondents disagree with what experts say about the strength of the U.S. economy and see the effects of inflation on their everyday lives.

Groups 59

Groups Report Survey System 59

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Forrester's Customer Insights

FEBRUARY 23, 2024

I am happy to announce that my coverage area now includes Data Center Services, Infrastructure Outsourcing, and Semiconductors. This is in addition to my existing coverage of Technical Debt and Enterprise Architecture.

Data 54

Data Technology Strategy Customers 54

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 21, 2024, Change Healthcare, one of the major pharmacy claims processors in the United States, detected a cybersecurity incident and took its systems offline, causing disruptions to pharmacies and medical providers across the country. UnitedHealth Group, its owner, immediately acknowledged this incident in an 8-K filing to the SEC on Feb. 21.

Healthcare 54

Healthcare Groups System Government 54

Forrester's Customer Insights

FEBRUARY 23, 2024

We share some of the top retail commerce initiatives retail business pros will invest in for 2024.

Retail 54

Retail Trends Customers 54