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

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

B2B 98

B2B Feedback Technology Customers 98

Experience Investigators by 360Connext

DECEMBER 11, 2014

Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission. Creating an ideal customer journey map or sending out a survey is not enough to create a winning customer experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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

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

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

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Please also forward the survey to anyone who you think may find it of interest.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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 Each type of context contributes value to the original comment as critical VoC insight to improve CX.

Policies 108

Policies Effort Score Touchpoint Retail 108

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

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

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

B2B 52

B2B Feedback Technology Customers 52

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning. Management creates a monthly report on the survey results and shares them with each agent. YoY since 2015).

Strategy 28

Strategy ROI Analytics Survey 28

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

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. As a brand, Volkswagen has also had to regain customer trust after the massive emissions scandal of September 2015.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

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

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide.

Trends 40

Trends Brands Customer Experience Survey 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. Once again we had a great group of nominees, making the scoring difficult for the judges.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Forrester's Customer Insights

JULY 20, 2015

Survey data from Forrester Research indicates that Internet of Things (IoT) solutions may finally be ready for 'prime time.' Forrester Business Technographics® runs a series of annual surveys with business and technology decision-makers measuring technology adoption plans, drivers, barriers and buyer behaviors.

Data 20

Data Technology Report Survey 20

Forrester's Customer Insights

FEBRUARY 1, 2016

That's actually a direct quote from one of the 74 customer references we surveyed for the Forrester Wave™: Real-Time Interaction Management, Q3 2015. In general, we found that most customers are deploying real-time capabilities across only a few channels today. Well, you're not alone.

Interaction 20

Interaction Management Feedback Ecommerce 20

Forrester's Customer Insights

JULY 10, 2016

A recent Forrester survey found that among global FSI firms, 34% of 2015 revenue was generated through digital products and services or products sold online. Business leaders in the financial services industry (FSI) know that digital isn't the future - it's the present. How do I know this?

Financial 20

Financial Banking Insurance Innovation 20

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

GetFeedback

MARCH 13, 2019

Strong NPS survey design. The first part of building a successful NPS program involves making sure your online surveys are strong and built correctly. This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Mobile-friendly.

NPS 186

NPS Net Promoter Score How To Survey 186

West Monroe

JANUARY 25, 2022

Banks need to build a revenue model that offers advanced customer segmentation, early-stage opportunity identification, early detection of significant cross-sell opportunities, and pre-defined sales targets supported by work plans that make sense. Chapter 2: Drive more efficient operations through Data, AI and Automation.

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

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

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” ” My commentary: A roadshow is a great way to build shared interpretations of customer insights.

B2B 83

B2B Customer Experience Leadership Analysis 83

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

NOVEMBER 13, 2022

Siloed data can cause issues in customer service transactions such as: Poor efficiency as support agents need to search a variety of records and possibly consult other agents to solve a problem. Bad customer experience as agents may need to ask customers questions that they’ve already answered. Reporting and insights.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Peter Lavers

DECEMBER 19, 2017

Data and Data Management is often still considered the least sexy part of Customer Insight or Data Science. Back in 2015, we conducted a poll of leaders, asking about use of data models & metadata. Shockingly, none of those surveyed had Conceptual Data Models in place and half also lacked Logical Data Models.

Data 40

Data How To Analytics Analysis 40

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. Media Use and Attitudes 2015 report). Such as to how to set up successful self service or provide digital customer service. Personally I tend to favour annual surveys. The headlines are impressive. So keep a look out for this type of research.

Self Service 40

Self Service Social Media Multi-Channel Consumers 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.

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 New advances and trends in customer intelligence will drive the industry’s growth. Here’s a look at four developments in research and how they will impact insight professionals.

Marketing 180

Marketing Analytics e-support Social Media 180

Alida

AUGUST 12, 2016

ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. Given the economic power of Millennials, customer intelligence professionals need to become experts in engaging with this group. Traditional means of recruitment in customer insight don‰’t necessarily work with Millennials. Long surveys are also not a great idea.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

Bold360

NOVEMBER 21, 2016

The report was built after surveying about 4,000 marketers across the globe, shedding light on areas where high-performing marketing teams are focusing and excelling. The participants of the survey include 26% marketers in B2C, 29% in B2B, and 45% in B2CB2B.). Craft service training that actively incorporates the customer (live).

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Tricia Morris

AUGUST 21, 2015

According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making. No technology can replace that.”

CRM 40

CRM Customer Focused Self Service Conference 40