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. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

TechSee

JUNE 16, 2022

He is an experienced digital content, brand development, experience design and research leader committed to uncovering opportunities for amplifying market share, profitability and customer satisfaction in organizations of all sizes. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Hello Customer

MAY 17, 2020

This is the official press communication concerning Hello Customer’s latest fundraising round. Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth.

B2B 98

B2B Feedback Technology Customers 98

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.

Customer Insights 20

Customer Insights Analytics Analysis Consumers 20

Forrester's Customer Insights

NOVEMBER 8, 2021

But lessons drawn from Forrester’s 2015 forecast, Death Of A (B2B) Salesman, raise doubts on that theory. In that report, we projected that 1 million US B2B salespeople would lose […].

B2B 45

B2B Report Technology Customers 45

Forrester's Customer Insights

JANUARY 20, 2015

" BUT, because their tools and strategic initatives relegate social to a function of customer service or PR, social analytics limps along, year after year, triaging crises, and pleading for money and influence in the organization, with limited success. Customer Insights' I'm @allsnsmth.

Technology 20

Technology Marketing Analytics Customer Insights 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). Read more Categories: #big data.

Customer Insights 20

Customer Insights B2C Analytics B2B 20

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

OpinionLab

MARCH 17, 2016

I want to focus on the value of context: where customer feedback comes from, how you collect it and how each layer incrementally contributes value to the customers’ comment as VoC insight. The value of this touchpoint context is incremental to the value of the reported context.

Policies 108

Policies Effort Score Touchpoint Retail 108

Wired and Dangerous

AUGUST 20, 2018

An important customer leaves angry; a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness. Gallup* reports that 87% of employees worldwide are not engaged! Don’t wait until it is too late to take an empathy walk in your customer’s shoes.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Where should the CX function report into. Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ReviewTrackers

MARCH 2, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. 25 percent of patients wrote reviews about their physicians in 2012 compared to an increase of 33 percent of patients in 2015. The reason why?

Study 50

Study Hospitality Trends Healthcare 50

Forrester's Customer Insights

FEBRUARY 10, 2022

Last year’s viewership originally reported at 92,000,000 was the smallest Super Bowl audience since 2007 — an audience that has dropped steadily since 2015 when a record 114,000,000 Americans tuned in. The Super Bowl Fizzles The Super Bowl is due for a come-back as the luster of The Big Game has waned over time.

Report 26

Report Advertising B2C Marketing 26

Forrester's Customer Insights

DECEMBER 10, 2021

Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US Federal CX Index (CX IndexTM) report since 2015.

Customer Experience 26

Customer Experience Data Report Customers 26

Forrester's Customer Insights

JULY 29, 2015

I outlined in that report how enterprise marketing technology vendors address - to varying degrees - all five RTIM requirements: customer recognition, contextual understanding, decision arbitration, offer orchestration, and measurement and optimization.

Interaction 20

Interaction Management Touchpoint Groups 20

Hello Customer

MAY 17, 2020

This is the official press communication concerning Hello Customer’s latest fundraising round. Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth.

B2B 52

B2B Feedback Technology Customers 52

Lumoa

NOVEMBER 29, 2021

However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. The CX laggards achieved just 3% growth during the same period.

ROI 259

ROI Customer Experience NPS Financial 259

Forrester's Customer Insights

DECEMBER 23, 2014

2015 will doubtless bring more M&A activity in this space, with a likely run on smaller technology and data vendors that have mostly been flying under the radar. Please take a look at the report (subscription required), and weigh in with your thoughts. Read more Categories: Marketing technology. Mergers and Acquisitions.

Data 45

Data Advertising Technology Customer Insights 45

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

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. Let me know in the comments.

Technology 194

Technology Analysis Data Consumers 194

Forrester's Customer Insights

APRIL 8, 2015

This is a guest post by Samantha Ngo , Researcher on the Customer Insights team. As a refresh to our 2012 benchmarks , we invite you to take part in our 2015 Customer Loyalty Benchmark survey. If you manage or make decisions about your company's customer loyalty initiatives, we want to hear from you.

Loyalty 20

Loyalty Loyalty Programs Customer Insights Survey 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. Let me know in the comments.

Data 206

Data Retail Analysis Analytics 206

Peter Lavers

NOVEMBER 26, 2015

Talking to Customer Insight Leaders, including at the DataIQ Talent Awards , it would seem they are. Given most of us are keen to avoid repeating the mistakes of the past, it’s a pleasure to report that switched on businesses are now starting to invest in closing this gap. The post Are softer skills for analysts being neglected?

CRM 40

CRM Fashion Social Media Analytics 40

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. The CX laggards achieved just 3% growth during the same period.

ROI 303

ROI Customer Experience NPS Financial 303

Forrester's Customer Insights

JANUARY 27, 2015

In my last blog post I outlined Forrester''s key customer insights (CI) predictions for 2015. This content was pulled from my recently published report, which Forrester clients can access here. Core competencies of effective CI pros have typically centered on customer segmentation and campaign performance measurement.

Analytics 20

Analytics Customer Insights Innovation Customers 20

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

JULY 20, 2015

Business Decision Makers (BDMs) report that IoT has become a top business priority and they are assessing solution feasibility and, in some cases, already investing. In 2015, 49% of BDMs reported that the expansion of IoT initiatives was a "high" or "critical" organizational priority over the coming 12 months.

Data 20

Data Technology Report Survey 20

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Power and LMC Automotive.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

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. Insight and reporting is delivered in one place and on-demand. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. The Temkin Groups report identified four characteristics that make CX metrics efforts successful: Consistent, Impactful, Integrated and Continuous.

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Customer experience trend #1: Customer experience is expected everywhere and at all times. According to Salesforce , customer expectations are at an all-time high.

Trends 40

Trends Brands Customer Experience Survey 40

West Monroe

JANUARY 25, 2022

Unlike older boomer and Generation X customers, this major customer group doesn’t wait for dissatisfaction to make a move. Many reported that they were satisfied with the bank they left or one they planned to leave, indicating that satisfaction does not always translate to loyalty. What does it mean to be a digital bank?

Banking 52

Banking Financial Trends Multi-Channel 52

Chattermill

MAY 23, 2018

customer experience. Also Marketing will soon report into CX. The increasing buzz around customer experience (CX) is good news for both brands and consumers. This is why investment in traditional marketing does not have the return it used to and companies are now switching to building great customer experiences instead.

Marketing 40

Marketing NPS Effort Score ROI 40

Forrester's Customer Insights

FEBRUARY 12, 2016

According to Forrester's Q3 2015 Global State Of Strategic Planning, Enterprise Architecture, And PMO Online Survey, 73% of companies understand the business value of data and aspire to be data-driven but just 29% confirm that they are actually turning data into action. Alas, many cannot.

Analytics 20

Analytics Government Data System 20

Currency Alliance

OCTOBER 12, 2021

This is an effort which starts with customer insights and data, and sharing those insights with your partners, in order to discover new partnerships and partner-based offers which are likely to add the greatest customer value. In 2015, it became possible to hook up your Spotify account to Nike’s running app.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Forrester's Customer Insights

OCTOBER 9, 2019

We’re particularly excited about this report because it represents a culmination of years of Forrester research on social technologies. Since 2015, we’ve covered five distinct social tech categories: Social listening platforms aggregate and analyze social conversations. “The Forrester Wave™: Social Suites, Q4 2019“ is live!

Technology 6

Technology Report Management Social Media 6

Comm100

NOVEMBER 13, 2022

Reporting and insights. Omnichannel customer service platforms are excellent at capturing customer insights and understanding how your agents and campaigns are performing. To make the most of these insights, it’s important to evaluate the reporting capabilities of any chosen platform. Usage reports.

Omni-Channel 221

Omni-Channel Customer Service Chatbots Social Media 221