Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries.

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements.

Customer Insights 54

Customer Insights Analytics Data Trends 54

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. “The Now for the good news!

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Brandwatch CX

FEBRUARY 15, 2019

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. Top 7 Free Instagram Analytics Tools. in 2013 to 32.3%

Analytics 79

Analytics Tools Social Media Metrics 79

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. My take: Customer experience is absolutely a powerful differentiator.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

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. The result: happy, loyal customers. Clarabridge. NICE Systems. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. Legoland, home to the legendary construction toy, never struck me as a conference venue.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Bob Hayes

MARCH 8, 2021

Compared to the results of a similar analysis in 2015 , the percent of data professionals holding Doctoral and Master’s degrees has declined while the percent of those holding Bachelor’s degrees has increased. Also, the growth of universities that offer undergraduate degrees in the field of data science has exploded since 2015.

Data 145

Data Analytics Analysis Survey 145

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Is this your case?

Technology 194

Technology Analysis Data Consumers 194

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ForeSee

JUNE 9, 2015

ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. Looking back, here are 8 things that I will take away: The post Voice of Customer Lessons Learned at the 2015 Answers Summit appeared first on ForeSee.

Voice of Customer 40

Voice of Customer Analytics Customers Customer Experience 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., How did they do it? Quantify interactions.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Calabrio

FEBRUARY 24, 2016

Customer Experience. “In In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. 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

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. suitecx ©2015, suitecx Inc. Everyone talks about how important it is to invest in web, mobile and social media analytics.

Data 100

Data Strategy Customer Experience Social Media 100

Clarivate

FEBRUARY 3, 2022

Introducing new functionality within InCites Benchmarking and Analytics, allowing users to search and evaluate according to the UN Sustainable Development Goals. This is why today we’re announcing the introduction of a new way to identify research articles associated with the SDGs in InCites Benchmarking & Analytics.

Government 98

Government Analytics Innovation Analysis 98

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. As advertisers collect data through more advertising outlets and channels, they merge it with analytically infused customer journeys. One of the best ways to do this is with a customer data platform (CDP).

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

AWS Machine Learning

DECEMBER 4, 2023

Established in 2015, Getir has positioned itself as the trailblazer in the sphere of ultrafast grocery delivery. We capitalized on the powerful tools provided by AWS to tackle this challenge and effectively navigate the complex field of machine learning (ML) and predictive analytics.

Training 89

Training Analytics Resources Data 89

Customer Bliss

MAY 23, 2017

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” It needed to be someone with a context in marketing, events, hospitality, customer relationships, and more. The team in place didn’t have a grasp of benchmarks, platforms, analytics, etc. The 2015 Belmont Stakes.

Sports 142

Sports Customer Experience Hospitality Retail 142

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 As I discuss in my new e-book Winning the Research Revolution , researchers are more important than ever because businesses are invested in being customer-centric. Text analytics.

Marketing 180

Marketing Analytics e-support Social Media 180

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

QuestionPro Audience

JUNE 11, 2022

Advertisers can take advantage of RDE polling in this way to better understand what customer experience is within their products or services and how they might be able to improve them. . Let’s review the work published in both Goel, Obeng, and Rothschild (2015) and Konitzer, Corbett-Davies and Rothschild (N.d.) LEARN MORE.

Engagement 195

Engagement Advertising Survey Social Media 195

AWS Machine Learning

JANUARY 13, 2023

Because they’re in a highly regulated domain, HCLS partners and customers seek privacy-preserving mechanisms to manage and analyze large-scale, distributed, and sensitive data. They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015. Customize FedML for eICU. installation guide.

Data 68

Data Analytics Hospitality Healthcare 68

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. How to Get a Deeper Understanding of Your Customers for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Engagement Trends 40

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Understanding Quick ROI.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

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. A member of our Advanced Analytics team, Liz White , wrote a great piece this year about conjoint analysis. Check it out.

Analytics 52

Analytics Consumers Analysis Consulting 52

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98