Forrester's Customer Insights

AUGUST 28, 2014

Today most enterprises rely heavily on technology to help them interact with customers across channels, and as we evaluated in the newly published Forrester Wave: Cross Channel Campaign Management, Q3 2014 , brands have several compelling choices. Cross Channel Campaign Management. customer analytics.

Management 32

Management CRM Analytics Customer Insights 32

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.

Trends 33

Trends Video Analytics Retail 33

Natalie Petouhof

SEPTEMBER 12, 2017

Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 The CRM predictive analytics market, valued at $4.18

CRM 40

CRM Analytics Social Media Sales 40

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. Open door policy as a manager: Crucial. The evolution of her role.

Sports 142

Sports Customer Experience Hospitality Retail 142

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls. Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. In response, there are now smart platforms in play that support everything from onboarding, skilling, performance management and remuneration to help introduce this new source of talent to contact centres. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Bob Hayes

MARCH 8, 2021

Women, on the other hand, represented only around 13% of data professionals who identified as a Product/Project Manager, Machine Learning Engineer, Software Engineer or Data(base) Engineer. In 2014, Gallup found that more gender diverse business units outperform their less gender diverse counterparts with respect to revenue and net profits.

Data 145

Data Analytics Analysis Survey 145

Bob Hayes

MARCH 22, 2015

The use of analytics is good for business. Researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Even sports franchises are getting into the game of analytics. Analytics Adoption in Sports. p < 01).

Analytics 40

Analytics Sports Study Culture 40

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. found that the best chief executives don’t allow one management process to foil another. In the example below, we’ve done some research that you can leverage in your own business case.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Natalie Petouhof

AUGUST 9, 2015

Customer Success Management Field Sees Tremendous Growth. Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches.

Customer Success 40

Customer Success Sales Management Analytics 40

CSM Magazine

JULY 29, 2021

In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. With Addepto’s help, your company will make the most of NLP.

Social Media 98

Social Media Financial Consulting Analytics 98

Customer Bliss

FEBRUARY 7, 2017

Previously at Dell, Karen served as Chief Marketing Officer and also held senior roles within services, support and supply chain management. She earned a master’s degree in marketing and international business from New York University, and a Bachelor of Science in supply chain management from Pennsylvania State University.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

SurveySparrow

FEBRUARY 18, 2024

Feedback Management No feedback will go unaddressed with the closed-loop process for efficient customer follow-ups. New Technology: Some businesses look for tools with new tech like AI or predictive analytics to understand feedback better. Their tablet surveys and iOS app ensure accessibility on the go. 5 Capterra 4.4/5 5 Capterra 4.4/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Natalie Petouhof

JULY 16, 2015

That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. FieldOne was built from the ground up to leverage Dynamics CRM.

Analytics 40

Analytics System Customer Service Customer Experience 40

Joe Rawlinson

AUGUST 9, 2017

To deliver more personalized service, stay on top of current shopping trends by using analytics tools and services from providers such as NPD Group , which uses point-of-sale data from 300,000 stores to follow and predict consumer trends in 20 industries. Live chat is another technology you can use to improve customer experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. 3) customer relationship management (CRM) systems, 4) point-of-sale systems, and 5) social media sites.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2015, we expect many organizations to extract insights from their contact center interactions using text analytics and speech analytics.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Kayako

MAY 11, 2017

If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future. Predictive analytics looks at the actions both you and your past customers have taken at different stages of the customer journey.

How To 248

How To Case Study Industry Customers 248

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By taking a customer-centric approach to customer service, these three companies have managed to set the bar for the industry and establish themselves as customer service champions.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. Here’s the good news: according to new research by Forbes Insights and SAS , automotive businesses are taking the lead in embracing data and predictive analytics to enhance the customer experience. 3) customer relationship management (CRM) systems, 4) point-of-sale systems, and 5) social media sites.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

NetBase

AUGUST 18, 2020

For example, there were less than 1,000 Martech solutions reported by the Martech500 in 2014. NetBase Quid serves as an overarching analytics home base for many leading brands, for example. Management. These are the big picture tools, more aptly described as Project Management as that’s the main function they serve.

Tools 60

Tools Brands Ecommerce Social Media 60

Optimove

FEBRUARY 24, 2022

So, in our 2014 (yes, 2014!) Just think about it, if you’re using a smart/actionable CDP, or a cross-channel campaign management/multi-channel marketing hub – you are already sitting on loads of actionable customer data, the kind that can tell you what your best customers have in common. Sorry, we meant “must.”

Data 52

Data Multi-Channel Advertising Course 52

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

B2B 98

B2B Feedback Technology Customers 98

Magellan Solutions

JULY 5, 2021

In the 2014 list of Tholon’s Top 100 Outsourcing Destinations , India and the Philippines ranked first and second place respectively. Other specific services that fall under these categories are: Managed IT Services. Communication Management. Data Analytics. Who Does IT Best, India VS Philippines. Cloud Backup Services.

Call Center 52

Call Center Comparison Software Culture 52

CSM Magazine

JULY 16, 2020

AI tools should also support everyone, employees, managers and customers, to ask and receive the information they need, whenever and wherever they need it, quickly and using engaging, natural language. Customer management – AI tools guarantee round-the-clock customer service – they never sleep, go off sick or need a holiday!

Insurance 59

Insurance Industry Automotive Transportation 59

CSM Magazine

NOVEMBER 3, 2020

Take Get Living, the pioneering UK property management company that serves residents of London and Manchester’s most fashionable neighbourhoods. Established in 2014, EBI.AI is among the most advanced UK labs to create fully managed, Enterprise-grade AI assistants. About the Author.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. several years as an analytical chemist, entering marketing and working with. laboratory automation and robotics and selling systems, managing training and teaching. landing in the role of Customer Experience Manager. It’s rewarding every now and then to take.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take stock of one’s entire career and how it has evolved.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units.

Healthcare 101

Healthcare Government Innovation Training 101

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Circular Edge

MAY 2, 2022

For this article, we spoke with: Drew Cook has been the CFO of direct-to-consumer clothing retailer Pact since late 2014. Before joining Quatris in 2014, she served as CFO for Jibe Consulting. Flex your analytical abilities. Our Sources. He also oversees the company’s operations, customer service and wholesale business.

Culture 52

Culture Apparel Healthcare Financial 52

CSM Magazine

MARCH 9, 2021

And since Lobster is a managed service, public sector workers don’t have to worry about managing the technology or fret about how they’ll keep it up to date with the many strict regulations for local government that they must follow. Established in 2014, EBI.AI The team at EBI.AI For more information, visit the EBI.AI

Government 59

Government Automotive Transportation Social Media 59

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. Serina Aswani is Manager of Content Marketing and EMEA Marketing at Clarabridge.

Feedback 81

Feedback Survey Case Study Analytics 81

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Love it when that happens.) Tabitha was a big part of that. Concur is also a SaaS company.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

CSM Practice

FEBRUARY 12, 2020

This includes the support team, customer success team, delivery or service team, and account managers. Compile a List: Create a list of customer success qualified leads (CSQL) that the account manager or CSM can contact to validate that the business needs exist. 3 Interview Tips for Hiring Customer Success Managers: [link].

Strategy 52

Strategy Data Customer Success Customer Centricity 52