Think Customers

OCTOBER 28, 2020

As financial leaders plan their next move, we’ve identified key customer experience trends and best practices that will help companies earn customer loyalty today and in the future. Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As

Financial 52

Financial Insurance Banking Customer Journeys 52

Hello Customer

MAY 17, 2020

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round. Hello Customer aims to make its high-performance platform even more efficient and is gearing up to consolidate its growth, both in Europe and in the US.

B2B 52

B2B Feedback Technology Customers 52

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

Strategy 46

Strategy Management Customers 46

Forrester's Customer Insights

JUNE 22, 2020

Founded in 2013, CyberX has raised $48M in venture capital so this deal provides a good return to investors. Today, Microsoft announced that it has acquired Waltham, MA-based IoT and industrial control system (ICS) security vendor CyberX.

System 44

System Industry Report Trends 44

Forrester's Customer Insights

AUGUST 25, 2014

1 technology priority for Chinese businesses; 55% of technology decision-makers in the country plan to use data and analytics to improve business decisions and outcomes in 2014, up from 43% in 2013. Chinese digital marketers are looking for powerful tools to better understand customer behavior, especially regarding customer acquisition.

Analytics 37

Analytics Telecommunications Banking Retail 37

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Voice of the Customer Renovations. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Optimove

SEPTEMBER 28, 2022

Cultivating a winning brand/consumer relationship means creating a unified customer experience across both the digital and the physical, creating magical micro-moments that customers love. In a nutshell, proximity marketing means using a customer’s location to market products in ways that best meet your customer’s specific needs.

Retail 52

Retail Brands Marketing How To 52

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. Is a customer a stakeholder? What is a stakeholder? Consider this.

Customer Journeys 80

Customer Journeys Engagement Government Guidelines 80

Forrester's Customer Insights

JULY 9, 2019

Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].

Software 45

Software Strategy Customer Experience Customers 45

Forrester's Customer Insights

FEBRUARY 3, 2020

Back in 2013, making sure that new hires had what they needed on their first day of work was basically a full–time […].

Employee Experience 36

Employee Experience Management User Experience Technology 36

Forrester's Customer Insights

NOVEMBER 3, 2019

Every year since 2013, event founder Alibaba has generated more online gross merchandise volume (GMV) than all US retailers put together have generated on Black Friday and Cyber Monday combined. 11.11 (AKA Singles’ Day), the world’s largest online shopping event, is entering a new decade this year. In 2018, Alibaba generated a staggering $30.8

Retail 29

Retail Omni-Channel B2C Marketing 29

SurveySparrow

MAY 9, 2021

Want to understand what your customers expect from you? Online surveys are the best tool to gather the required information from your valuable customers. User-friendly: Few clicks and button presses are required to fill up survey forms online, making it easy for the customers to fill in their responses. That’s just not it!

Comparison 52

Comparison Survey Net Promoter Score Effort Score 52

SurveySparrow

MAY 9, 2021

Want to understand what your customers expect from you? Online surveys are the best tool to gather the required information from your valuable customers. Few clicks and button presses are required to fill up survey forms online, making it easy for the customers to fill in their responses. Want to measure your Net Promoter Score?

Survey 52

Survey Net Promoter Score Effort Score NPS 52

Forrester's Customer Insights

MAY 15, 2018

We introduced the MMSI in 2013 to help companies assess whether an audience is ready to engage with them on mobile. Today, the most important question is no longer whether your customers […].

Strategy 24

Strategy Engagement Marketing Company 24

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Forrester's Customer Insights

APRIL 8, 2015

In the wake of a series of negative and well-publicized events in early 2013, Carnival Cruise Lines has since engineered a strong recovery and ranks as the No. In advance of his session, I sat down with Jim to talk about the evolution of his role at the company, and how he''s traversed the tricky path toward customer-obsession.

Hospitality 20

Hospitality Leadership Customer Insights Innovation 20

Forrester's Customer Insights

JANUARY 4, 2016

I recently wrapped up my third evaluation of customer loyalty vendors, and the market has evolved slightly since 2013.

Loyalty 20

Loyalty Software Technology Marketing 20

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Forrester's Customer Insights

FEBRUARY 15, 2016

Last year, over 94,000 people attended the event - a 10% increase from the 2014 event but a 30% increase over the 2013 event. Interest in "mobile" continues to grow - for now. But the most interesting stat about past attendees is diversification.

Automotive 20

Automotive Entertainment Government Retail 20

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Alida

MARCH 10, 2016

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. The balance of power has shifted from companies to their customers. The empowered customer is more demanding and less loyal.

Sales 172

Sales eBook Study Social Media 172

Martin Hill-Wilson

MAY 27, 2015

The options that each grabbed a quarter of the online vote were: “Steps Towards Understanding Your Customer Digital Profile” and “Checklist On Going Digital”. Do you know how fast your customers are adopting new digital behaviour? Do you know how fast your customers are adopting new digital behaviour? Why Digital Profiling?

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. There are ways of being the most attractive option in the candidate’s eyes.

Brands 144

Brands Customer Journeys Brand Values Airlines 144

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

inQuba

APRIL 24, 2022

NPS is a method used to measure customers’ loyalty using a single survey question. The measurement is often cited in earnings calls and is linked to bonuses, and has long been considered the anchor of traditional Customer Experience (CX) programs. In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Analytics 40

AWS Machine Learning

NOVEMBER 18, 2022

Customers have been looking for more guidance and new tools in this space. You learn how customers Baxter, BMW, and Alexa have used AWS AI/ML services to fuel business profitability and growth, the latest AI/ML trends, and the details of newly launched AWS capabilities. This year, we have a renewed emphasis on responsible AI.

Contact Center 77

Contact Center Training Leadership Innovation 77

Qualtrics

OCTOBER 1, 2020

In turn, these can be used to gain insight about specific customer groups. Demographics are just one part market segmentation, to learn about other ways you can target the right customers, learn more about market segmentation here. Do all of your customers have Master’s degrees? Education Questions.

Survey 49

Survey Sports Trends Groups 49

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. As you constantly think about ways to optimize performance, a website redesign can drive increased revenue, improved customer loyalty and better business results.

How To 94

How To Comparison Feedback Measurement 94

Thematic

MARCH 10, 2020

It was originally developed in 2006 as a community project in Israel to create a free digital database of the map of Israel and was later acquired by Google in 2013. Thematic is a customer insights solution, which can easily breakdown customer feedback & reviews into themes to discover hidden insights in the data.

Comparison 108

Comparison Connections Analysis Groups 108

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple). Net Promoter Score – the customer loyalty metric. 3 benefits of NPS.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Forrester's Customer Insights

MARCH 18, 2015

The fragmented footprint of potential partners, proliferation of single-brand loyalty programs, and reluctance of brands to share customer data hampered hopeful coalition operators' efforts. Customer Insights' But, announcing and actually executing coalition loyalty at scale are two separate things.

Loyalty 20

Loyalty Loyalty Programs Rewards Programs Customer Insights 20