Chadwick Martin Bailey

DECEMBER 30, 2015

This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. In the post that started it all, Dr. Jay discusses one of the hottest topics in consumer insights: mining big data.

Analytics 52

Analytics Consumers Analysis Consulting 52

Think Customers

NOVEMBER 17, 2015

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.

Customer Insights 40

Customer Insights Customers Feedback Customer Experience 40

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Sharad Sachdev, Global Lead for AI-Powered Customer Experience at Accenture.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Forrester's Customer Insights

JANUARY 27, 2015

In my last blog post I outlined Forrester''s key customer insights (CI) predictions for 2015. Core competencies of effective CI pros have typically centered on customer segmentation and campaign performance measurement. I''ll give you four reasons: Read more Categories: customer analytics.

Analytics 20

Analytics Customer Insights Innovation Customers 20

Forrester's Customer Insights

JUNE 3, 2016

For example, in 2016, data and analytics pro's reported that still only 49% of business decisions are made using quantitative information and analysis - as opposed to subjective factors such as experience, gut feeling, or opinions (up 3 percentage points from 2015). digital analytics. --Earl Nightingale. Market research.

Customer Insights 20

Customer Insights B2C Analytics B2B 20

Forrester's Customer Insights

APRIL 6, 2016

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. There's good food for thought in that statement.

Customer Insights 20

Customer Insights Analytics Customers Report 20

Forrester's Customer Insights

JANUARY 25, 2017

Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. For example, in 2016, data and analytics pros reported that firms base only 49% of business decisions on quantitative information and analysis as opposed to opinion. customer insights. consumer research.

Customer Insights 20

Customer Insights Analytics Analysis Consumers 20

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Technology 194

Technology Analysis Data Consumers 194

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). Leslie Cottenjé: “Our main focus is obviously continued growth. More information can be found on www.peak.capital.

B2B 98

B2B Feedback Technology Customers 98

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. Understand customer habits.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. The CX laggards achieved just 3% growth during the same period.

ROI 259

ROI Customer Experience NPS Financial 259

Forrester's Customer Insights

JANUARY 20, 2015

Social data analyts have the data and the skill to answer some of the toughest questions that the business asks: "What do consumers want?" " "How can we aquire more customers?" IN TRUTH, 2015 could be the year for listening technologies to become major marketing technologies. Customer Insights'

Technology 20

Technology Marketing Analytics Customer Insights 20

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Data 206

Data Retail Analysis Analytics 206

Strativity

APRIL 11, 2018

The availability of this richer information provides improved customer insight. Starting in January 2015, CMS only awarded payments to plans (not providers) with ratings of 4 or higher. 1 Patient Engagement: Happy Patients, Healthy Margins , 2015. 1 Patient Engagement: Happy Patients, Healthy Margins , 2015.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Alida

JULY 21, 2017

Creating a close relationship grows the lifetime value of your customers. Here are three examples of how smart brands have fostered a mutually beneficial relationship with their customers, and how you can do the same. Dove leverages customer insight to shape a provocative campaign. And it includes their time and input.

Customer relationships 154

Customer relationships Examples Brands Study 154

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. The CX laggards achieved just 3% growth during the same period.

ROI 303

ROI Customer Experience NPS Financial 303

Forrester's Customer Insights

APRIL 27, 2015

I attended Huawei's 2015 global analyst summit in Shenzhen last week and studied its latest strategy for big data innovation. In a change from its previous big data offerings around storage, Huawei has reorganized the data analytics department and focused on infrastructure software that enables big data applications from ISV partners.

Financial 20

Financial Analytics Banking Study 20

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a The end result: today’s consumer insight is largely in the form of open-ended text…qualitative rather than quantitative data.

Policies 108

Policies Effort Score Touchpoint Retail 108

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). Leslie Cottenjé: “Our main focus is obviously continued growth. More information can be found on www.peak.capital.

B2B 52

B2B Feedback Technology Customers 52

Peter Lavers

NOVEMBER 26, 2015

Talking to Customer Insight Leaders, including at the DataIQ Talent Awards , it would seem they are. In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Perhaps there is another reason as well.

CRM 40

CRM Fashion Social Media Analytics 40

Verint

JULY 31, 2017

The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Speech Analytics and Text Analytics are leveraged in an integrated way with Enterprise Feedback Management (EFM) to gather customer insight, identify process improvement opportunities and gauge customer sentiment.

Strategy 28

Strategy ROI Analytics Survey 28

Forrester's Customer Insights

JANUARY 13, 2015

Uber has a smaller user base than either Didi or Kuaidi and limited funds that it can leverage -- so to win customers in China, Uber must engage customers differently. 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

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Successful VoC programs need strong text analytics solutions. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Think Customers

NOVEMBER 4, 2019

A study shows that licensing rates for people under 25 in Victoria, one of Australia’s most densely populated states, had dropped from 77 percent in 2001 to 66 percent in 2015. Power’s data and analytics division, tells CNBC. It’s against this backdrop that Volkswagen Australia turned its attention to the customer experience.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Forrester's Customer Insights

FEBRUARY 12, 2016

Everyone is talking about the promise of big data and advanced analytics, but we all know that companies struggle to reach the Holy Grail. Data and analytics tools and the skills required to use them are changing faster than ever. We all know that using external data sources enhances the insights from our business intelligence.

Analytics 20

Analytics Government Data System 20

Thematic

SEPTEMBER 18, 2018

As the Temkin Group report’s State of CX Metrics , (2015) found, most organisations thought they were “good” at collecting and calculating CX metrics. By not just collecting, but also analysing feedback, you get access to the real customer insights: What are the things that are holding our customers back?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Chattermill

MAY 23, 2018

This is game changing stuff because coupled with a state-of-the art CX analytics system the decision makers at HelloFresh can quickly drive investment into things that have the maximum positive impact on their NPS and thus the bottom line. They know exactly how much uplift in revenue they will get from increasing their NPS score by x points.

Marketing 40

Marketing NPS Effort Score ROI 40

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Additionally, upwards of 40% of all data analytics projects will relate to an aspect of customer experience. Kick off your CX journey with a free trial.

Trends 40

Trends Brands Customer Experience Survey 40

West Monroe

JANUARY 25, 2022

Even before the advent of remote lifestyles in March 2020, the consumer appetite for better digital processes, services and analytics was driving the transformation of bank customer experiences, products, and services. Banking’s digital evolution was speeding up well before the pandemic. What does it mean to be a digital bank?

Banking 52

Banking Financial Trends Multi-Channel 52

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

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Nick Macfarlane – CX Speaker, Thought Leader, Head of Customer Experience at Sky.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Peter Lavers

DECEMBER 19, 2017

We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work. Data and Data Management is often still considered the least sexy part of Customer Insight or Data Science.

Data 40

Data How To Analytics Analysis 40

SurveySparrow

SEPTEMBER 28, 2021

Fast Customer Service. In a 2015 report by Forrester , when customers were asked how companies can improve their customer service, 73% of them answered – by valuing their time. We agree with them, as every customer wishes to quickly resolve their queries whenever they contact a company’s support team. 6 ConvyAI .

Chatbots 52

Chatbots Social Media e-support Analytics 52

Alida

JULY 5, 2016

Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 Here’s a look at four developments in research and how they will impact insight professionals. Text analytics. Advanced analytics. Agile research.

Marketing 180

Marketing Analytics e-support Social Media 180