Vision Critical

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 271

Want more respect and budget for your team? Follow these tips from Audible’s head of UX

Vision Critical

In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. But companies that are more customer centric have a different view of UX.

Tips 130

For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

Report 193

How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

Groups 174

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Nike versus Adidas: Who will win the digital transformation race in apparel retail?

Vision Critical

Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game.

How business leaders in retail plan to improve CX

Vision Critical

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail.

Retail 139

How Cadillac drives customer centricity in the luxury market

Vision Critical

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac.

10 mindsets for change from Australia’s chief customer officers and experience leaders

Vision Critical

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX).

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Closing the insight-driven competency gap

Vision Critical

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year.

5 things we learned developing customer personas

Vision Critical

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day.

Report 284

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

ROI 276

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Millennials are reshaping how the health care industry does business

Vision Critical

“Young people need to be asked what matters, not told what matters.”. Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers.

The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Vision Critical

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

How Hong Kong’s top brands lead with relationships

Vision Critical

At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in.

Brands 148

Blockchain, the Internet of Things and other top tech trends for 2018

Vision Critical

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms.

Trends 187

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

13 stunning stats on the ROI and growth of online communities

Vision Critical

Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success.

ROI 262

Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year.

ROI 174

Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

Online communities are now an important tool in gaining ongoing customer feedback and insight.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers.

Can you transform angry customers into loyal ones?

Vision Critical

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly.

The Reason this Chess World Champion Is Stepping Away From Her Titles

Vision Critical

Anna Muzychuk is taking a stand for women’s rights at her own expense. The Chess Grandmaster won the 2016 Women’s World Rapid Chess Championship and the Women’s World Blitz Chess Championship. She’s currently ranked the number two woman by Fédération Internationale des Échecs ( FIDE ), which governs international chess competitions. And she’s walking away from this year’s world championships. She’s not retiring or concerned about her challengers.

Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Vision Critical

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value.

Hotels 191

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

3 ways of calculating the ROI of customer relationship intelligence

Vision Critical

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results.

ROI 173

Reshaping retail: 3 innovation strategies for the e-commerce era

Vision Critical

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls.

4 reasons why customer experience programs fail (and how to avoid them)

Vision Critical

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations.

How To 211

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt.

Retail 193

The 3 D’s of online community recruitment

Vision Critical

The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base.

6 competencies for CX transformation [Forrester study]

Vision Critical

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area.

Study 151

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!