Forrester's Customer Insights

JANUARY 18, 2021

I am thrilled to announce my latest research, “How To Manage The Human Risk In Cybersecurity” It’s research I’ve been leading and evolving since 2010, changing my mind about the title with each refresh to reflect the times.

Communication 65

Communication Examples Management How To 65

customer sure

NOVEMBER 27, 2023

The UK Customer Satisfaction Awards is a national award scheme, operated and judged by the Institute of Customer Service, a bastion of customer service excellence, meaning standards are incredibly high and the judging process is robust.

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

Forrester's Customer Insights

FEBRUARY 7, 2024

These awards have been an institution since 2010, and as of last year now are conducted in partnership with The Open Group. One of my most pleasant and inspiring responsibilities is coordinating the annual Enterprise Architecture awards. Last year we had a record 29 entries across the globe, and noted a number of key trends […]

Trends 32

Trends Groups Customers 32

NICE inContact

NOVEMBER 26, 2018

I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. Clearly the pendulum had swung too far in one direction and a total focus on cost reduction led to some notable hiccups in customer satisfaction and retention for early adopters.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Forrester's Customer Insights

JULY 28, 2020

I followed this up with a 2010 opinion-editorial calling for improved “cloud computing regulation” in Australia as a model for global oversight of a hugely important market segment. How important?

Marketing 63

Marketing Government Trends 63

Forrester's Customer Insights

AUGUST 2, 2023

B2C marketing has undergone so much change since the 2010 dawning of the age of the customer that companies have no choice but to become customer-obsessed now. Hey B2C marketers, who else is feeling the pain of: A proliferation of consumer touchpoints? Unpredictable and fast-changing macroeconomic conditions?

B2C 26

B2C Marketing Touchpoint Consumers 26

Forrester's Customer Insights

MAY 23, 2023

The EA Awards started in 2010 with partners in media and education and have continued annually since then without interruption (we’ll […] It’s time again for Forrester’s annual awards: the Technology Strategy Impact Awards and the Enterprise Architecture Awards.

Groups 26

Groups Technology Strategy Customers 26

Thematic

DECEMBER 9, 2022

You need insights you can act on to reduce customer churn, improve products and services, and get an edge over competitors. How to use customer insights to your advantage: 1. Starbucks transformed its brand perception from expensive and attached, to a customer-centered, value-producing brand.

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

CSM Magazine

OCTOBER 25, 2022

The firm has also reported improvements in staff sentiment/morale as a direct result of receiving motivating feedback and seeing improvements in customer satisfaction metrics. They’re a great example of a customer feedback process done right”. Set up in 2010 by Guy Letts, who previously worked at technology firm, The Sage Group plc.

Net Promoter Score 52

Net Promoter Score Insurance Feedback Software 52

TechSee

JUNE 16, 2022

As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service. His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read!

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Forrester's Customer Insights

FEBRUARY 8, 2021

After rising rapidly from under $1 billion in 2010 to over $41 billion in 2019, fintech funding dropped appreciably in 2020. It’s official: 2020 was a sucky year for fintech funding. Overall investment in fintech was down 31% in 2020 compared to the previous year. And an already-bad year ended even worse: Q4 2020 saw […].

Customers 39

Customers 39

CloudCherry

JANUARY 22, 2020

If you do your homework before selecting a new vendor and embark on a steady transition, you should see clear value from your decisions in the form of stronger customer insights. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. 2010) Voice of the Customer. Works Cited. Adams, Faith. Gaskin, Steven P.

How To 243

How To Social Media Analysis Feedback 243

GetFeedback

DECEMBER 27, 2018

From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Long story short, if you’re sending email surveys to customers, you need to assume they’re opening them on their phones. What drives customer satisfaction ? Where can you improve? What issues are damaging your retention rate ?

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 38

Brands Brand Values Advertising B2C 38

Forrester's Customer Insights

FEBRUARY 2, 2021

While funding did decline 6% year over year, the fourth quarter was the second strongest for funding in 2020 and the sixth largest since tracking began in 2010. Despite the tumult of 2020, the insurtech market ended the year alive and (relatively) well. The full version of our quarterly insurtech funding roundup report is on […].

Report 30

Report Marketing Insurance Industry 30

Customer Bliss

AUGUST 15, 2017

Annette is the Group Customer Experience Director for the Thomas Cook Group. In 2010, she decided to leave the legal field with the aim to move closer to the actual operations and to focus on putting the customer first.

Travel 204

Travel Industry Hotels Customer Journeys 204

Forrester's Customer Insights

JANUARY 9, 2020

But certain changes are undeniable — after all, we entered 2010 at a time […]. During this time of thoughtful retrospection, it’s easy to exaggerate how dramatically the world has changed, thanks to cognitive bias.

Consumers 26

Consumers Innovation Customer Insights Data 26

Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots improve your customer experience.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Forrester's Customer Insights

AUGUST 2, 2018

Founded in 2010, Duo Security has been growing rapidly over the last few years with its multifactor authentication (MFA) offering and has raised over $120 million in venture financing to date. Today, Cisco announced that it has acquired Ann Arbor, Michigan/California-based Duo Security for $2.35 billion in cash.

Customers 22

Customers 22

CX University

FEBRUARY 6, 2018

of GDP (US Census, 2010). This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). Produce 44.5% But I am concerned.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Forrester's Customer Insights

JANUARY 21, 2016

Teradata acquired Aprimo in late 2010 for $525 million, and then added smaller acquisitions of eCircle, Argyle Social, Ozone, Apoxxee, and FLXone - the last pick-up coming less than one month before the sell-off announcement. SDL paid $110 million for the first two solutions when it completed its acquisition of Alterian in early 2012.

Ecommerce 20

Ecommerce Software Technology Marketing 20

Qualtrics

MAY 12, 2021

One of the best examples of successful design thinking comes from the launch of Uber in 2010. And that was the starting point for Uber — rather than replicate the way taxis had always been done, they went outside-in and re-imagined the experience by applying creative thinking to the customer’s problems. The result?

Study 26

Study Policies Competitive Advantage Feedback 26

Forrester's Customer Insights

MARCH 19, 2020

Netflix was a mere DVD-by-mail distributor in the US until 2010 and Amazon’s core business model is about retail and cloud, while Apple is primarily leveraging its huge installed base of devices to pivot to subscription services. Competitors in the video streaming service space come from any place in the ecosystem.

Retail 7

Retail Video B2C Marketing 7

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions.

Trends 40

Trends Brands Customer Experience Survey 40

Forrester's Customer Insights

DECEMBER 31, 2019

As the decade comes to a close, I thought it would be useful to reflect on how the retail industry has changed since 2010. With the wisdom of hindsight, we can now say what trends were rightfully chased and what claims were distractions that proved counterproductive. Two things rightfully received a lot of attention: Retail […].

Retail 7

Retail Trends Industry Ecommerce 7

Experience Matters

NOVEMBER 6, 2014

Allegiance has been one of the growing class of applications that I call Customer Insight and Action (CIA) Platforms. I coined this term in 2010 while other people were calling them Enterprise Feedback Management (EFM) systems.

CRM 300

CRM Government Analytics Feedback 300

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

inQuba

APRIL 24, 2022

In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2. It suggested that businesses should stop trying to delight their customers and simply reduce customer frustration. We’ve seen a doubling in customer conversion! By all accounts, a very successful program.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

Eptica

MAY 9, 2018

Shopper footfall on the high street has experienced the sharpest decline since 2010 , while sales showed their biggest quarterly fall in a year. More demanding consumers In such a competitive market, the customer experience delivered by retailers is key to helping them differentiate themselves, preserve margins and increase loyalty.

Retail 50

Retail Self Service Customer Experience Knowledge Base 50

NobelBiz

FEBRUARY 22, 2023

This is done to increase customer satisfaction and improve customer service. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Here are four approaches to be customer-centric in 2022: 1. Anticipating the impact of new consumer habits now is a choice for the future.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

This is done to increase customer satisfaction and improve customer service. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Here are four approaches to be customer-centric in 2022: 1. Anticipating the impact of new consumer habits now is a choice for the future.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40