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

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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. Invest in the right technology. Understand customer habits.

Retail 191

Retail Innovation Strategy Omni-Channel 191

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

Forrester's Customer Insights

MAY 18, 2021

Progressive web apps (PWAs) have been around since the standard was created by Google in 2015. Apple’s notable reluctance to embrace PWA technology has kept […].

Technology 59

Technology Customers 59

Chadwick Martin Bailey

DECEMBER 30, 2015

A few times a year, we sit down with a client to talk about their work and the ideas about customer insights. Earlier this year, our own Judy Melanson sat down with Avis Budget Group’s Eric Smuda to talk about the customer experience, working with suppliers, and consumer insights. Read to find out !

Analytics 52

Analytics Consumers Analysis Consulting 52

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. Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions.

Customer Insights 20

Customer Insights Analytics Customers Report 20

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Forrester's Customer Insights

JANUARY 25, 2017

Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities. customer insights. That's the end goal. centers of excellence.

Customer Insights 20

Customer Insights Analytics Analysis Consumers 20

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

Forrester's Customer Insights

NOVEMBER 8, 2021

Tech leaders and business executives invest in process automation technologies because they expect that productivity gains will translate into cost savings through reduction in employees. But lessons drawn from Forrester’s 2015 forecast, Death Of A (B2B) Salesman, raise doubts on that theory.

B2B 45

B2B Report Technology Customers 45

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. This will require that healthcare organizations look at the culture, organization, processes, and technology across their entire organization.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Forrester's Customer Insights

JUNE 3, 2016

" The pressure is on, bigtime, to get more value from firms' substantial investment in people and technologies for driving insights. And satisfaction with analytics functions in 2016 is only 46% (up 4 percentage points from 2015). I need to give a presentation to the C-team about what I'll propose. Market research.

Customer Insights 20

Customer Insights B2C Analytics B2B 20

Experience Investigators by 360Connext

APRIL 6, 2015

That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Kaisa Ilola (@KaisaIlola) March 25, 2015. Tabitha Dunn Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. a Certified Customer Experience Professional (CCXP).

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

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

C3Centricity

MARCH 15, 2018

Technology is being blamed for disrupting businesses, but most have simply not adapted to this new data-rich world. ” To summarise their six conclusions: Information-Savvy Customers Now Control the Marketplace. 70% of consumers agree technology has made it easier than ever to take their business elsewhere.

Data 206

Data Retail Analysis Analytics 206

Forrester's Customer Insights

MAY 3, 2021

to private equity group Apollo for a hefty $5 billion, backing off its foray into media and advertising technology (adtech) and retrenching to its core competence as a mobile telco. When Verizon acquired AOL in 2015 and then Yahoo! […]. This news should come as no surprise.

Advertising 35

Advertising Groups Technology Customers 35

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

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. Or the customer journey mapping? What about your investments in CRM systems and other technologies (e.g.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Think Customers

JUNE 24, 2015

However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action.

Meeting 40

Meeting Engagement Employee Engagement Innovation 40

Forrester's Customer Insights

DECEMBER 23, 2014

But the bigger picture is this: the Datalogix and Bluekai acquisitions, along with many others of the past year -- including Conversant by Epsilon, LiveRamp by Acxiom, and Adometry by Google -- are evidence of a fast-consolidating marketing and advertising technology landscape. Read more Categories: Marketing technology.

Data 45

Data Advertising Technology Customer Insights 45

Lumoa

NOVEMBER 29, 2021

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. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics.

ROI 259

ROI Customer Experience NPS Financial 259

Peter Lavers

NOVEMBER 26, 2015

Talking to Customer Insight Leaders, including at the DataIQ Talent Awards , it would seem they are. Ever since Google made “ data scientist ” the sexy job title for the decade, both suppliers and users have obsessed with technology and technical skills. This was originally posted on Customer Insight Leader by Paul Laughlin.

CRM 40

CRM Fashion Social Media Analytics 40

Forrester's Customer Insights

OCTOBER 21, 2019

Cisco’s Ex-CEO Has Launched A Startup, Taking Enterprise CX To The Next Level John Chambers, Cisco’s longtime CEO (1995–2015) founded a startup, Pensando, focused on making edge computing more scalable, agile, and efficient.

Marketing 24

Marketing Software Technology B2C 24

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

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

Gainsight

FEBRUARY 13, 2023

We caught up with Jim Mercer, Zoom’s Global Head of Customer Success, just as the company was launching a new partnership with the Gainsight customer success platform to help expand and scale the capabilities of Zoom even further. THQ: People often think of Zoom as a key technology that got us through the pandemic.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

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

Lumoa

JULY 10, 2018

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. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics.

ROI 303

ROI Customer Experience NPS Financial 303

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? Inside the Wendy’s customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

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. Like they were the nexus point between business technology and marketing teams, CI pros are now the nexus between security, legal, and marketing teams.

Customer Insights 20

Customer Insights Trends Data Marketing 20

Verint

JULY 31, 2017

These companies prioritize user experience specialists and creating better customer experience through their digital initiatives. The correlation between a deliberate focus on the customer experience and increased company performance seems pretty clear. YoY since 2015). Streamlined workflows and work streams due to i.)

Strategy 28

Strategy ROI Analytics Survey 28

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. Identity Graph’ is a patent-pending customer resolution algorithm that automatically.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Forrester's Customer Insights

JULY 20, 2015

IoT will be driven by the business side of the house, but a close collaboration between business and technology management stakeholders is a prerequisite for success. In 2015, 49% of BDMs reported that the expansion of IoT initiatives was a "high" or "critical" organizational priority over the coming 12 months. business technology.

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.” Investment bank Morgan Stanley forecasts a 0.3

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Forrester's Customer Insights

JANUARY 21, 2016

Certainly some acquisitions in the enterprise marketing technology arena are now looking like foolish decisions. In yesterday's 2015 trading update , SDL announced it will sell multiple products that are "non-core to its future strategy," including social intelligence, campaign management, and its Fredhopper eCommerce recommendation engine.

Ecommerce 20

Ecommerce Software Technology Marketing 20

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. The decision to build, buy, or partner to compete with fintechs and large digital technology companies. What does it mean to be a digital bank?

Banking 52

Banking Financial Trends Multi-Channel 52