BirdEye

MARCH 9, 2021

10 years ago, brands tightly managed and controlled the customer experience. This dynamic shift is due to the impact of consumers reviewing, recommending and choosing brands completely outside of traditional marketing channels such as advertising. True Actionable Customer Insights. The Experience Marketing Flywheel.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Forrester's Customer Insights

APRIL 27, 2018

As in 2016, Huawei reported strong financial growth in 2017. Revenue growth was driven primarily by the Consumer and Enterprise Divisions, up by 32% and 35% respectively, whilst the Carrier Division […]. Huawei hosted its annual Analyst Summit in Shenzhen, China, recently.

Financial 30

Financial Report Consumers Telecommunications 30

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. Hello Customer is very much in demand among financial institutions, utilities, services and retail chains. New fundraising round supports ongoing growth.

B2B 98

B2B Feedback Technology Customers 98

Dapresy

FEBRUARY 19, 2020

This convergence is not just about specific features and functionality of CX tools, it is about the convergence across the business – employee experience, customer insights, market research, data and analytics, and more.”. With this, there continues to be convergence – often happening by way of acquisition. www.verdane.com.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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

Dapresy

FEBRUARY 19, 2020

This convergence is not just about specific features and functionality of CX tools, it is about the convergence across the business – employee experience, customer insights, market research, data and analytics, and more.”. With this, there continues to be convergence – often happening by way of acquisition. www.verdane.com.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

Perceptive

FEBRUARY 4, 2021

What’s interesting in this data is the difference between consumer mindset and behaviour,” says Daniel Shaw, Managing Director at Perceptive. Last December, 30% of New Zealanders intended to spend less for Christmas with 48% citing financial hardship as the main reason. For comparison, in 2018 and 2019 New Zealand only saw 4.1%

Tourism 52

Tourism Sports Retail Survey 52

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. Hello Customer is very much in demand among financial institutions, utilities, services and retail chains. New fundraising round supports ongoing growth.

B2B 52

B2B Feedback Technology Customers 52

Bizagi

SEPTEMBER 3, 2018

Did you know that 61% of financial services firms feel that they neglect the implications of systems change when trying to build engaging customer experiences? If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

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

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

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

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. That's fair.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

GetFeedback

JANUARY 6, 2020

Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers. A B2B company has other companies as customers, sure. They can all be engaged in different parts of the customer journey. Personas help unlock customer insight.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Hero Digital

NOVEMBER 14, 2018

On Day 1, Acquia released its Customer Experience Trends Report that analyzes the perspectives of marketers and consumers on open source innovation and what makes or breaks customer experiences. Our inaugural Customer Experience Trends Report – Closing the CX Gap – is now live! link] #AcquiaEngage.

Engagement 47

Engagement Hospitality Trends Conference 47

North Highland

SEPTEMBER 16, 2019

Summer 2019 provided the timeshare industry with its first glimpses of a shifting consumer landscape. This shift sees all industry players reexamining product offerings, marketing, and sales processes as traditional consumers begin to wane and the next generation of buyers comes into view.

Travel 45

Travel ROI CRM Entertainment 45

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Ideally, identify a short list of metrics that tie directly to financial benefits and complement those with a few metrics that measure emotional engagement. Quality vs. quantity. This is a missed opportunity.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. To earn $25 in points/miles at 1%, the customer must spend $2,500 per year.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

C Space

AUGUST 5, 2018

We live in a world where online communities are ubiquitous, with almost every global brand using some form of it to uncover insight that leads to business change. July 10, 2018. An opportunity to bring the customer, and customer insight, inside a business in an unprecedented way. 4) Deep, qualitative insight.

Retail 40

Retail Customer Centricity Study Travel 40

Currency Alliance

AUGUST 16, 2019

In the case of Tesco and Pizza Express, the customer can double or triple the perceived value of points on a meal voucher, while Pizza Express knows the net discount they are taking on incremental revenue is well below the contribution margin from serving additional guests. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Brands Loyalty Programs Airlines 40