Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Lumoa

DECEMBER 17, 2021

I am proud of what we have achieved and how we have together taken the company from being just a vague idea to a thriving and diverse group of smart individuals and a product, Lumoa, that can challenge all the big players in the market. Our strong values and clear mission are a great foundation to build our next chapter.”

Ecommerce 208

Ecommerce Banking Retail Industry 208

Lumoa

OCTOBER 11, 2021

Lisätietoa Lumoasta: Lumoa on asiakaskokemuksen asiantuntijoiden vuonna 2016 perustama suomalainen yritys. Futurelab Finland, is a consultancy for strategic development of customer experience, and Lumoa, is an AI-powered customer insights platform, have agreed on a partnership. Lue lisää Futurelab Finlandista: futurelab.fi

Customer Centricity 208

Customer Centricity Consulting Customer Insights Customer Experience 208

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

Groups 202

Groups Customer Centricity Culture Metrics 202

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. If companies can excel and differentiate during mobile “landmarks” to elicit positive emotion from their customers, significant positive business impact is sure to follow.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. If companies can excel and differentiate during mobile “landmarks” to elicit positive emotion from their customers, significant positive business impact is sure to follow.

Innovation 60

Innovation Return on Investment Airlines Study 60

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” Beyond Knowledge: Insights. ” ~ Richard Branson.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Lumoa

AUGUST 23, 2021

Companies are expecting these changes to be long-lasting and are already making the kinds of investments that ensure they will stick around. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Alida

JUNE 29, 2016

Improve the understandability of your customer insight using the charts that are most applicable to your question types and findings. Make customer insight easy to consume for your stakeholders and team members. We’ll be announcing more exciting additions to our software at the 2016 Customer Intelligence Summit.

Communication 140

Communication Data Innovation Analysis 140

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Company 40

Company Telecommunications Competitive Advantage Transportation 40

ChurnZero

MARCH 31, 2021

out of 10 for customer support and an 8.0 Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. out of 10 for usability.

B2B 98

B2B Software Touchpoint Feedback 98

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Lumoa

OCTOBER 12, 2020

In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. For one, they require the participant to opt-in. Conversations with support team members and sales team members happen every day.

Feedback 208

Feedback How To NPS Customer Centricity 208

Alida

AUGUST 19, 2016

If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love. These companies have done great work to move closer us to understanding taste. The challenge for companies that rely on algorithms is deciphering what turns people off.

Government 100

Government Consumers Customer Experience Professionals Innovation 100

Alida

MAY 25, 2016

In most organizations, data about customers typically resides in silos. Customer insight is often delivered as one-off reports which are closely held by the market research team. 3 ways Stories can up your game in customer intelligence. Integrate historical data with new insight. Get insight more quickly.

Meeting 150

Meeting Fashion Customer Insights Customer Confidence 150

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

How To 243

How To Social Media Analysis Feedback 243

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

Report 120

Report B2C B2B Groups 120

Forrester's Customer Insights

MARCH 7, 2016

We have all this valuable data about our customers, but we need to make better use of it. At this point, companies are fully aware that their data contains enormous value. Because customer analytics often relies on advanced machine learning algorithms, it used to be the domain of statisticians who could write code in R or Python.

Analytics 20

Analytics Conference Customer Insights Report 20

CX Journey

MAY 2, 2017

The Future is Now: Take Your Customer Data to the Next Level Two Major Flaws of Your Customer Listening Efforts It's a problem. From the 2016 Temkin Group State of Voice of Customer (VoC) Programs Infographic: 34% of companies reported making changes to their business based on customer insights.

Data 118

Data Effort Score Infographics Voice of Customer 118

Customer Bliss

AUGUST 9, 2016

Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change. In 1983, they didn’t even call it “customer experience.” “Come to CXPA meetings and Insight Exchange.”

Government 0

Government Leadership Customer Experience Effort Score 0

Natalie Petouhof

APRIL 4, 2016

SAP Hybris Marketing: This solution combines superior customer insight with a highly agile and scalable platform. Brands can reach their customers at all points of their journey, and boost loyalty by responding to real-time data to deliver the best possible customer experience. Drnatalie Petouhoff.

Omni-Channel 40

Omni-Channel CRM B2C B2B 40

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And besides all this, you’re also a customer experience manager at ICE.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Hello Customer

MAY 17, 2020

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round. The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. and data-enabled solutions.

B2B 98

B2B Feedback Technology Customers 98

Amity

DECEMBER 9, 2016

Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Using the conversations they have with their customers, the team weaves the words they hear to describe their product and company into their marketing efforts.

Customer Success 48

Customer Success Marketing Company e-support 48

Forrester's Customer Insights

APRIL 15, 2021

When Dell Technologies completed it acquisition of EMC in 2016, it gained a sweetheart of an asset: VMware. More precisely, it gained 80% of VMware, making the software dynamo a mostly autonomous company in the Dell Technologies family of companies.

Technology 44

Technology Software Customers Company 44

ijgolding

JANUARY 15, 2016

In my experience, there are three main behaviours displayed by organisations that almost see Customer Experience more as ‘fiction’ rather than ‘fact’ – those behaviours are: 1. The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services. Many companies measure NPS, but few use it to its fullest potential. To get valuable insights, you have survey strategically. New Customers.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ReviewTrackers

AUGUST 17, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. New-patient growth has increased 14 percent since the facility opened in 2016. Subscribe to receive these stories and more every week in your inbox. Local Search.

Healthcare 50

Healthcare Consumers Report Innovation 50

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. Your customers will automatically see friction when you fail to live up to the experience they’re used to elsewhere.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

CX Journey

MAY 19, 2016

The fact that market or customer research often still sits in a department from data and analytics teams can exacerbate the problem. Too few companies bring all these components of holistic customer insight together. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

Analytics 105

Analytics Culture Data Customer Insights 105