Maru/HUB

DECEMBER 22, 2017

This blog post is titled ‘a year in reflection’ but it’s surreal to think that this time two years ago we launched our software, Syngro Eye, to the market: For the last 12 months, together with our invaluable beta programme users, we’ve been busy developing a world-class customer intelligence platform. See the platform in action.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

Forrester's Customer Insights

AUGUST 28, 2019

On August 27, 2019, Anaplan, a San Francisco-based business performance management software company, announced its intention to acquire the Israeli-founded predictive marketing and sales analytics company Mintigo.

Analytics 44

Analytics Sales Software Marketing 44

Hello Customer

MAY 17, 2020

New investors Senovo Capital and Peak Capital recognise that the Hello Customer technology is outstanding and will become more crucial than ever. With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be.

B2B 98

B2B Feedback Technology Customers 98

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Achieving a single customer view, however, still seems out of reach for many businesses. Barriers to Creating a Single Customer View.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 Ideally, you want to build on what you can learn from the NPS with more granular customer insights to reveal why your score is moving in a particular direction. With customers becoming more demanding, can self-service really help? this year and social media has risen from £3.07

Self Service 75

Self Service Customer Service Social Media NPS 75

Qualtrics

JANUARY 16, 2019

The experience can be invaluable to your organization as you understand what drives your customers. You can also connect with vendors that can make capturing data easier for you, like Qualtrics, who will be at some of these events showcasing our market research software. Ryan Smith (@RyanQualtrics) November 15, 2018.

Conference 28

Conference Marketing Case Study Analytics 28

Hello Customer

MAY 17, 2020

New investors Senovo Capital and Peak Capital recognise that the Hello Customer technology is outstanding and will become more crucial than ever. With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be.

B2B 52

B2B Feedback Technology Customers 52

Peter Lavers

NOVEMBER 14, 2017

It is tempting to fall back on technical basics, like statistical knowledge & software or coding skills. So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. It’s an interesting question to ponder.

Data 40

Data Analytics Course Training 40

Qualtrics

FEBRUARY 6, 2019

The experience can be invaluable to your organization as you understand what drives your customers. You can also connect with vendors that can make capturing data easier for you, like Qualtrics, who will be at some of these events showcasing our market research software. Charles Wilson- Product Insights, New Balance.

Conference 33

Conference Management Innovation Roadmap 33

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

Gainsight

APRIL 15, 2019

Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? Product experience track: It’s a business imperative to deliver intuitive, delightful, and impactful products in today’s customer-centric world. Click here to get tickets.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. What are Customer Data Platforms?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

SurveySensum

JULY 14, 2020

He is currently at Forrester as a Senior Customer Experience Advisor where he is supporting Senior CX Leaders from FTSE 500 companies across the EMEA region. James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle. James Hardwick is a Customer Experience Specialist and Thought Leader.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

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

Lumoa

MAY 21, 2018

We specifically asked them to list, which departments are responsible for Customer Experience in their companies in addition to the more usual suspects, i.e. their dedicated Customer Experience/ Success/ Support departments. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

ijgolding

OCTOBER 25, 2018

With its somewhat limited, localised customer base, the restaurant can rely on the human element of remembering customer preferences and providing a personal touch to their service be it on the phone or in person. cars, software, apparel). Where to Begin: Customer Insights. My book, ‘Customer What? –

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

PK

JANUARY 28, 2020

Some retail experts say unified commerce is a bunch of retail channels consolidated into a single software (e.g.,? software vendors ).?Others From online content to smartphone purchases and in-store browsing, a new generation of customers blends shopping across different devices and brick-and-mortar experiences.

Retail 52

Retail Omni-Channel Consumers Analytics 52

Connective DX

JANUARY 28, 2020

Some retail experts say unified commerce is a bunch of retail channels consolidated into a single software (e.g.,? software vendors ).?Others From online content to smartphone purchases and in-store browsing, a new generation of customers blends shopping across different devices and brick-and-mortar experiences.

Retail 52

Retail Omni-Channel Consumers Analytics 52

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. Text Analytics. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. CX Technology Stack. You’re not alone.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. Text Analytics. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. CX Technology Stack. You’re not alone.

Technology 40

Technology Customer Experience Consulting Analytics 40

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Most customers wouldn’t have won the bonus – good news for the finance department. the customer kept the App on their phone, keeping the software engineering team in business…. savings on points.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. Democratize customer intelligence Too many VoC programs are based in silos, with limited sharing of the results across the organization.

Customer Insights 66

Customer Insights Social Media ROI Customer Satisfaction 66