Forrester's Customer Insights

NOVEMBER 7, 2021

Double 11 or Singles’ Day, the world’s largest online shopping festival that is bigger than Black Friday and Cyber Monday combined, has been consistently smashing mind-blowing gross merchandise value (GMV) records year by year since 2009.

Loyalty 26

Loyalty Sales Retail B2C 26

Forrester's Customer Insights

AUGUST 5, 2019

For manufacturers and CPG companies, the efficiency of the product supply and distribution chain may be their one and only true differentiator,” Forrester wrote in 2009. “Product data is the lifeblood of many large enterprises.

Connections 44

Connections Data Company Customers 44

Forrester's Customer Insights

OCTOBER 8, 2021

Founded in 2009, OneLogin is an established pure-play IDaaS vendor that primarily serves midmarket enterprises, with a unified platform for employees, partners, and customers and has raised over $170 million in venture financing.

Customers 26

Customers Trends Management 26

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

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

APRIL 21, 2020

The headline was that the world’s real GDP would fall by 3% in 2020, which is a much steeper drop than in the 2008–2009 recession. Last week, the International Monetary Fund (IMF) issued its April World Economic Outlook report. For the purpose of projecting the tech market outlook, the more important numbers are real GDP […].

Report 28

Report Marketing 28

Forrester's Customer Insights

APRIL 11, 2019

The premise is simple: Post a photo of yourself in 2009 and a photo of yourself in 2019 to highlight certain changes that may have taken place in that time. At the start of the new year, a meme called the 10-Year Challenge went viral. Besides the security concerns of social media sites potentially mining […].

Social Media 37

Social Media 37

McorpCX

DECEMBER 16, 2016

Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. Seven years ago, Domino’s Pizza was in the pits. The only silver lining: they scored top marks for delivery and value.

Survey 40

Survey Consumers Company Customers 40

Forrester's Customer Insights

MARCH 17, 2020

This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations. EHRs have decimated physician productivity, while patient satisfaction remains stagnant.

Strategy 26

Strategy Financial Customer Change Healthcare 26

Forrester's Customer Insights

OCTOBER 13, 2019

It has been 10 years since Alibaba Cloud’s establishment in 2009. Two weeks ago, Alibaba Cloud’s Apsara Conference 2019 took place in Hangzhou, China. In just 10 years, Alibaba Cloud has become one of the world’s most fascinating and cutting-edge technology businesses.

Conference 29

Conference Innovation Technology Company 29

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

Banking 22

Banking Insurance Financial Return on Investment 22

Chattermill

SEPTEMBER 11, 2019

The average business has the average company has over 20 customer touchpoints. The next step is to make sure that customer data is easily sharable and accessible internally. Lot’s of companies have data stored in silo’s, keeping customer insights that encourage empathy with the customer to be locked away from sight.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? To do this, they need access to every tool that touches the customer.

Software 60

Software Customer Success Tools Customer Centricity 60

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Uses Valuable Client Data to Build a Master View of the Customer Profile.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Don’t hesitate to engage.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Forrester's Customer Insights

JUNE 30, 2022

As a result, the loose set of operating principles that emerged circa 2009 has become the default approach for most software-intensive organizations and is having an increasing effect […]. DevOps 2030: People, Practices, And Platforms The verdict is in: DevOps isn’t just a trendy term or shiny new thing.

Software 5

Software Customers 5

Customer Bliss

AUGUST 9, 2016

Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change. ” In FY 2009, 57% of cases were done in 30 days or less. In our time together, she outlines her process. This past year?

Government 0

Government Leadership Customer Experience Effort Score 0

Comm100

NOVEMBER 13, 2022

Reporting and insights. Omnichannel customer service platforms are excellent at capturing customer insights and understanding how your agents and campaigns are performing. To make the most of these insights, it’s important to evaluate the reporting capabilities of any chosen platform. Founded: 2009.

Omni-Channel 213

Omni-Channel Customer Service Chatbots Social Media 213

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. However, these groups are a percentage of your customer base by definition, since their identification is based on survey response rates.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

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