Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” 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.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

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. Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 120

Forrester's Customer Insights

FEBRUARY 1, 2022

AI Is Maturing Fast And Is Getting Better At Increasing Human Creativity In 2014, […]. But AI can also help humans be more creative and therefore represents a great opportunity for enterprises to scale more creativity throughout their organization.

Innovation 49

Innovation Technology Examples Customers 49

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Customers are willing to pay more for the experience qualities that matter most to them. ( PWC, Consumer Intelligence Series – Customer Experience ). No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Forrester's Customer Insights

DECEMBER 13, 2019

For several years, market research firm Bizrate Insights has surveyed US shoppers during Cyber Week. This blog post is part of Forrester’s Holiday 2019 retail series.

Retail 29

Retail Survey Consumers Data 29

Forrester's Customer Insights

MARCH 10, 2021

Back in 2014, my colleagues and I declared that “the future of business is digital.” ” Yet, to build a digital business, you must build digital products. And the most disruptive digital businesses — well, they build great digital products. How Do Disruptive Digital Leaders Build Great Digital Products?

How To 47

How To Management Customers 47

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Maz Iqbal

OCTOBER 2, 2014

Here is what The Economist said back in July 2014: … on July 21st Tesco abruptly announced that Mr Clarke would be leaving his job, apparently prompted by a warning that profits in the first half of 2014 would come in “below expectations”. In the process Tesco came from nowhere to became the world’s second largest retailer.

Customer Centricity 76

Customer Centricity Case Study Study Culture 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

OCTOBER 21, 2014

Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. These customers also want to see the EMSS vendors minimize the effort to integrate data from existing sources and offer more functionality that multiple product modules share. customer insights.

Software 49

Software Marketing Customer Insights Technology 49

Forrester's Customer Insights

AUGUST 1, 2022

This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014. The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system.

Healthcare 26

Healthcare System Trends Customer Experience 26

Forrester's Customer Insights

OCTOBER 23, 2014

On October 14, I attended Big Data & Business Insights 2014 in Bangkok -- the first public big data event in Thailand. I spoke about how to use big data to increase customer value in the age of the customer -- a topic that seemed a bit distant from the audience''s daily reality. business insights.

Data 47

Data Analytics Customer Insights Tools 47

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. Founded and funded by experienced entrepreneurs, Peak Capital and offers smart venture capital to European fast-growing early-stage Marketplace, Platform, and SaaS companies.

B2B 98

B2B Feedback Technology Customers 98

Forrester's Customer Insights

APRIL 13, 2022

This is not the first rodeo for Thoma Bravo with SailPoint; in 2014, the PE firm bought out SailPoint’s original venture capital investors and remained an owner […]. On Monday, April 11, 2022, identity management and governance (IMG) vendor SailPoint announced that it was being bought by private equity (PE) firm Thoma Bravo for $6.9

Government 26

Government Management 26

Forrester's Customer Insights

MAY 6, 2019

CVS Takes The Next Step To Align Its Operations And Values After pulling tobacco from its shelves in 2014, last week retailer CVS Health announced that it would not work with agencies who have tobacco or e-cigarette clients. Both decisions stem from the retailer’s desire to align operations with values. The effort is part of […].

Strategy 45

Strategy Retail Brands Management 45

Forrester's Customer Insights

SEPTEMBER 22, 2014

And, a few weeks later I'll also be at our EMEA Customer Experience Forum , November 17-18 in London. In 2014, customer loyalty is a bit of an anomaly. Customers are empowered, informed, and have myriad options to choose from. Satisfied loyal customers are the only reliable source of growth. customer loyalty.

Loyalty 40

Loyalty Customer Insights Strategy Customer Experience 40

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. But support communities aren’t optimized for two-way conversations between the company and its customers. “The opt-in nature of insight communities means members are more likely to participate often.”

Social Media 100

Social Media How To Innovation Software 100

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that For the very first time, people who possess internationally recognised skills and competencies to tangibly and demonstrably improve customer experience were able to get accreditation to show their authority to the world. that is right….professional

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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

NOVEMBER 7, 2014

Blogged in collaboration with Rebecca McAdams, Research Associate, serving Customer Insights professionals. Today, I''m happy to publish The Forrester Wave: Cross-Channel Attribution Providers, Q4 2014. customer purchase path measurement. In fact, US Adults have an average of three connected devices. Measurement.

Metrics 35

Metrics Measurement Customer Insights Connections 35

Forrester's Customer Insights

APRIL 19, 2019

On March 7, 2014 I wrote a report called The Clash of the Digital Platforms in which I identified 5 companies that had a unique status in the world of technology, innovation, and overall business. The five companies were (alphabetically) Amazon, Apple, Facebook, Google, and Microsoft.

Innovation 35

Innovation Report Technology Company 35

Forrester's Customer Insights

OCTOBER 3, 2018

On October 6, 2014, Flipkart launched “Big Billion Day,” which falls during the festive season in India that accounts for 40% of key Indian brands’ total annual sales. Now in its fifth year, Big Billion Days has become a five-day event; this year, it starts on October 10 — the same day that Amazon will […]

Sales 36

Sales Brands 36

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 36

Analytics Telecommunications Banking Retail 36

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Customer professionals said their biggest barrier was the inability of translating customer insights into business operations.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. Founded and funded by experienced entrepreneurs, Peak Capital and offers smart venture capital to European fast-growing early-stage Marketplace, Platform, and SaaS companies.

B2B 52

B2B Feedback Technology Customers 52

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Further, I say that the future is not already made. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Forrester's Customer Insights

OCTOBER 31, 2014

Last week, Cory Munchbach and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. These customers also want to see the EMSS vendors minimize the effort to integrate data from existing sources and offer more functionality that multiple product modules share. Customer Insights'

Software 29

Software Marketing Customer Insights Analytics 29

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback Survey Case Study Analytics 81

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Forrester's Customer Insights

MARCH 26, 2015

During the session, we recapped the highlights--and lowlights--of privacy in 2014, discussed some of the major trends and issues in the space, and made some predictions for 2015 and beyond. Cloud privacy Customer Insights Data privacy EU Privacy Global Privacy Laws contextual privacy' Read more Categories: Cloud privacy.

Customer Insights 20

Customer Insights Trends Data Marketing 20

Eptica

JANUARY 23, 2019

82% of this group are on email, up from 69% in 2014. You might also be interested in these posts: 3 ways to deliver real value from Voice of the Customer insight. Why chat is key to successful customer experience for every brand. Share this page on: Tweet. Why you can no longer ignore SaaS for your CX applications.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

SurveyGizmo

JULY 13, 2018

If you work in a company with $10M+ in annual sales/revenue, you probably have a market research department (often also called “customer insights” or “shopper insights”). Are you a customer insights/market research manager?

Brands 51

Brands Marketing How To e-support 51

Forrester's Customer Insights

JANUARY 13, 2015

Uber faces fierce competition in China from local taxi hailing service providers Didi and Kuaidi Taxi, which both launched Uber-style e-hailing services in 2014. On New Year''s Eve 2014/2015, it was predicted that taxi service would be unobtainable as people concentrated on the New Year countdown. Customer Life Cycle.

Analytics 20

Analytics Customer Insights Customer Satisfaction Study 20

Forrester's Customer Insights

APRIL 8, 2016

With an abundance of organizational goals, petabytes of data at their disposal, and a whole slew of potential techniques for analyzing that data, customer insights professionals often (quite ironically) find themselves in a state of analysis paralysis.

Analytics 20

Analytics Analysis Customer Insights Report 20

SurveySparrow

FEBRUARY 18, 2024

Pros Mobile-ready surveys for a seamless user experience Code-free customization for brand consistency Cons Learning curve for new users to fully utilize all features There is no Free plan available Rating G2 4.5/5 We know that Customer Thermometer primarily focuses on email-based feedback. 5 Capterra 4.8/5 5 Capterra 4.6/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52