Forrester's Customer Insights

FEBRUARY 10, 2022

Last year’s viewership originally reported at 92,000,000 was the smallest Super Bowl audience since 2007 — an audience that has dropped steadily since 2015 when a record 114,000,000 Americans tuned in. The Super Bowl Fizzles The Super Bowl is due for a come-back as the luster of The Big Game has waned over time. More […].

Report 26

Report Advertising B2C Marketing 26

CX Journey

MAY 19, 2016

2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. The fact that market or customer research often still sits in a department from data and analytics teams can exacerbate the problem. Too few companies bring all these components of holistic customer insight together. Photo from www.lucnix.be.

Analytics 105

Analytics Culture Data Customer Insights 105

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

Forrester's Customer Insights

JUNE 8, 2020

As early as 2007, researchers demonstrated how digitization of power systems introduces vulnerabilities that can cause physical damage. It is long overdue to secure the United States’ bulk power system supply chain.

System 36

System Government Trends Management 36

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

Forrester's Customer Insights

JANUARY 18, 2019

In 2007, Forrester predicted that the device market would fragment beyond its traditional desktop and laptop confines. Computing has changed drastically over the past decade. In our report, “The Future Of Enterprise Computing,” we discuss these major changes and examine how computing will evolve in the next 5-10 years.

Report 41

Report Marketing Employee Experience 41

Forrester's Customer Insights

JULY 31, 2018

Since 2007, the startup landscape has exploded as investors have funded 10,187 startups in categories as diverse as insurance, artificial intelligence, and healthcare (see below figures). Acquisitions are also on a tear, and not […].

Healthcare 22

Healthcare Insurance Strategy Innovation 22

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

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. Over a quarter ( 27%) of internet users regularly watches TV or films online, compared to one in ten in 2007. The use of social media has tripled since 2007. Use at least three sources before settling on any interpretation of what’s going on.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

FEBRUARY 26, 2019

In fact, MileagePlus claims to have over 800 partners, but I doubt more than about 20 of them were actually selected because of common customer relevance – and perhaps fewer are really delivering on the broader opportunities for sharing data to improve customer insight. This is a missed opportunity.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45