Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Download report for $495. includes report plus dataset in Excel). HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 3 benefits to improve customer retention with analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Brandwatch CX

MARCH 7, 2023

people watching digital video content 78% of people watch online videos every week , 55% watch every day It’s estimated that video will account for 74% of all online traffic in 2017 [bw_banner_cta type=1 url=” [link] /” button=”GET THE REPORT” title= “What can billions of tweets tell us about the world?”

Social Media 98

Social Media Video Advertising Marketing 98

AskNicely

SEPTEMBER 4, 2018

AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Full-featured, Salesforce-integrated Customer Feedback Management. “The Best NPS Solution For Salesforce.”

NPS 150

NPS Net Promoter Score Software Touchpoint 150

Alliance by IFS

AUGUST 26, 2015

That’s where analytics tools play a major role. But according to Aberdeen’s Service Analytics: Insight Into Field Performance 2014 report, just 68% of users at average firms are satisfied with the relevance of analytical capabilities to their job role. You can download the whitepaper here.

Analytics 50

Analytics Self Service Tools Customer Retention 50

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. Chengcheng Feng and I started on the same day and went through Authoring and Reportal training together. I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! I’ll never forget the first week at the Confirmit Emeryville office.

Customer Voice 53

Customer Voice Technology Consulting Report 53

Bob Hayes

MARCH 8, 2021

Using data from LinkedIn, the World Economic Forum’s 2020 Global Gender Gap Report shows women make up only 26% of professionals in Data and AI. The annual Stanford 2021 AI Index reports that women account for less than 19% of all AI and computer science PhD graduates in North America over the past 10 years. . Click image to enlarge.

Data 145

Data Analytics Analysis Survey 145

Experience Matters

MARCH 17, 2015

Download report for $195. Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

West Monroe

SEPTEMBER 18, 2023

Featuring Chris D’Agostino Chris D’Agostino is the Global Field CTO at Databricks where he is responsible for designing modern data ecosystems for global clients leveraging the Unified Data Analytics platform. Doug acts as an advisor on data and analytics strategy, helping clients build data fluency and derive value from data.

Data 59

Data Analytics Innovation Comparison 59

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. When it comes to our ability to report this out to Harvard University, and several other key clients, we have to include Talkdesk as a significant contributing factor in our success.”.

Contact Center 69

Contact Center Call Recording Call Center Report 69

SurveySparrow

FEBRUARY 18, 2024

Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. Personalizable ribbon reporting, CSAT & NPS trend analysis, and geolocation of responses empower informed decision-making. Plus, users on G2 praise their dashboard and easy-to-access reports.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

West Monroe

SEPTEMBER 18, 2023

Featuring Chris D’Agostino Chris D’Agostino is the Global Field CTO at Databricks where he is responsible for designing modern data ecosystems for global clients leveraging the Unified Data Analytics platform. Doug acts as an advisor on data and analytics strategy, helping clients build data fluency and derive value from data.

Data 52

Data Analytics Innovation Comparison 52

Calabrio

FEBRUARY 24, 2016

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. 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.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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. Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. Define the opportunity. Additionally, analysts at McKinsey and Co.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Alida

NOVEMBER 10, 2017

Intelligent apps, analytics and things. Insight-driven businesses are built from the top down to harvest customer insight using both data analytics and qualitative methods. Related resource: The rise of insight-driven businesses [Forrester report]. What’s changed is the level of smarts. Customer experience becomes immersive.

Trends 174

Trends Retail e-support Technology 174

Optimove

FEBRUARY 24, 2022

Most of them have a lot to do with cross-team reporting and knowledge sharing, the result of our platform’s ability to uncover actionable data insights that can be put into use sometimes in just one click (have you met Opti-bot yet?). So, in our 2014 (yes, 2014!) We do it in a bunch of different ways. Sorry, we meant “must.”

Data 52

Data Multi-Channel Advertising Course 52

Maru/HUB

JANUARY 17, 2018

billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. 72% of major organisations are already reporting their customer satisfaction at board-level. million to $4,054.9

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Forrester's Customer Insights

AUGUST 25, 2014

Forrester surveys in China show that business data and analytics are increasing as the No. 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. Customer Insights customer analytics'

Analytics 38

Analytics Telecommunications Banking Retail 38

Brandwatch CX

JANUARY 2, 2019

bw_banner_cta type=1 url=” [link] /” button=”GET THE REPORT” title= “What can billions of tweets tell us about the world?” ” image=”[link] what we found out from years of research in this free report.[/bw_banner_cta]. In 2014, the most searched term was music. bw_banner_cta].

Social Media 111

Social Media Video Advertising Marketing 111

GetFeedback

DECEMBER 27, 2018

We’ve also simplified the distribution list process, by providing the ability to send your survey directly to a Salesforce Report (if you’re using GetFeedback for Salesforce ). ComScore reported that as of 2014, more people are browsing on mobile devices than on desktop computers, so be sure your survey accommodates both types of users.

Survey 199

Survey How To Social Media Feedback 199

Experience Matters

APRIL 7, 2015

Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

ReviewTrackers

JULY 12, 2019

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. According to a 2014 study by J.D. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 77

Automotive Customer Experience Social Media Analytics 77

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

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. According to a 2014 study by J.D. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Customer Bliss

FEBRUARY 7, 2017

She is also on the board of Penn State’s Smeal College of Business, and a 2014 recipient of its highest honor, the Distinguished Alumni Award. Build out and continue to enable customer analytics and insights; the goal here was both being able to understand customers but also to use the analytics gleaned for top-quality service.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

BirdEye

OCTOBER 31, 2023

You can customize reports (what you want to know, how often you want to know, where you want to “listen,” etc.) Some top services in that list are: Review generation and management Integration Social media management Social listening Listing management Competitor monitoring Analytics Let’s take a brief look at what these services are.

Company 111

Company Management Social Media How To 111

Forrester's Customer Insights

APRIL 8, 2016

The primary objective of customer analytics is to transform data into valuable insights that impact organizational goals. We have also broadened sentiment analysis to text analytics to reflect the move toward more actionable categorization of unstructured data. Read more.

Analytics 20

Analytics Analysis Customer Insights Report 20

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. They have access to and can interpret data and reports with an ease and confidence few peers can match.

Culture 52

Culture Healthcare Apparel Financial 52

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. Our upcoming report details why this needs to be a specifically assigned (and supported) internal effort. Management.

Tools 60

Tools Brands Ecommerce Social Media 60

CSM Magazine

NOVEMBER 27, 2020

Four out of ten businesses reported that they had found working from home ‘more effective’. Reports from the front lines. Surprisingly, the assembled experts reported seeing the same or higher CSAT scores, because customers appreciated the challenges that contact centre staff were facing.

Insurance 98

Insurance How To Chatbots Wait Times 98

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. It is able to deliver an intelligent, proactive customer engagement solution.

Analytics 40

Analytics System Customer Service Customer Experience 40

West Monroe

JANUARY 24, 2022

In 2014 the average hold period was six years. To succeed, most midsize and large PE firms still need to invest substantial resources to build their data analytics capabilities. With these challenges in mind, this report outlines three trends PE firms will continue to face in 2022, and how to take action.

Analytics 52

Analytics Technology Analysis Trends 52

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

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Online communities are now mainstream business tools.

Social Media 100

Social Media How To Innovation Software 100