Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Please give everyone an introduction to your insight communities.

How To 113

How To Groups Customers Innovation 113

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

Forrester's Customer Insights

NOVEMBER 7, 2018

Join us in Orlando on December 4, 2018 for Forrester’s first-ever Data Strategy & Insights 2018 Forum. We are super excited to bring you razor-sharp focus to the power of data, analytics, and machine learning. ” Data is too often […]

Data 45

Data Strategy Conference Analytics 45

Alida

SEPTEMBER 21, 2018

Be an expert in ethical customer data management. She said now is the time for insight professionals to raise their voice and position their teams as experts in the management of customer data. Customer data should only be collected with the customer’s consent.”. Tell real stories.

Innovation 145

Innovation Feedback Customers Engagement 145

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Forrester's Customer Insights

OCTOBER 24, 2018

I’m getting more and more psyched about our first-ever Data Strategy & Insights 2018 Forum as I work on the sessions with my colleagues here at Forrester and with our external speakers.

Data 35

Data Strategy Analytics Government 35

Lumoa

DECEMBER 19, 2023

From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Analysis 208

Analysis Social Media Trends Feedback 208

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. From the look of things, chatbots are believed to change and redefine how organizations are conducting their business more particularly in their approach towards customer service. Enhanced conversations.

Chatbots 50

Chatbots Trends Technology Social Media 50

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

Forrester's Customer Insights

NOVEMBER 28, 2018

I’m often asked the question, “What’s my data worth?” Data is, without a doubt, valuable. And my immediate (and somewhat provocative) response is “Nothing!” But when stored in vaults and locked down, it is not. As the American inventor Thomas Edison asserted, “The value of an idea lies in the using of it.” That sentiment […]

Data 46

Data Strategy 46

Retently

JUNE 24, 2018

You might want to survey just a sample of your customers to avoid over-surveying. Segmentation should be also possible by data stored in your CRM, Help Desk, billing and accounting systems, and imported into your customer feedback software as custom fields. Workflows and custom scenarios. Supported survey channels.

NPS 106

NPS Net Promoter Score Software How To 106

Alida

SEPTEMBER 6, 2018

But despite predictions that more than 3,800 stores are expected to close in 2018, the death of retail, much like Mark Twain, may have been reported prematurely. Rather, they’re going to have to work on the customer experience if they want to capitalize on opportunities for growth. The retail apocalypse is on hold.

Retail 243

Retail Company e-support Competitive Advantage 243

Eptica

MAY 2, 2018

Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Published on: May 02, 2018. Author: Pascal Gauvrit The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses.

Data 49

Data Customer Experience Consumers Knowledge Base 49

Customer Bliss

NOVEMBER 9, 2017

In this post, I explain the benefits of offering a curated environment staffed with a range of brand professionals to help your audience engage with your brand in a way that allows you to gain valuable customer insights. CX labs help your audience engage with your brand & gain customer insights Click To Tweet.

Trends 204

Trends Customer Experience Customer Insights Customers 204

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision.

Technology 194

Technology Analysis Data Consumers 194

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content. Possibly not.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Qualtrics

FEBRUARY 3, 2020

In 2018, 5 billion posts were left on brands’ Facebook pages — now that’s a lot of X-data! The platform has become a key customer service channel for many brands, like SnapTravel, which runs its entire business via Facebook Messenger. One key channel where they do that is Facebook. Book a Demo.

Customer Insights 31

Customer Insights Omni-Channel Customer Care Feedback 31

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 186

CEM CRM ROI Survey 186

Forrester's Customer Insights

NOVEMBER 1, 2018

We recently published the “The Forrester Wave™: Global Merchant Payment Providers, Q4 2018” report, which identifies the 11 most significant global payment vendors that can help enterprise merchants with their omnichannel efforts.

Omni-Channel 43

Omni-Channel Groups Report Data 43

Survicate

JANUARY 11, 2019

Survicate customer since: February 2018. Survicate automatically combines the user data with their answers in one report. This, in turn, resulted in a low response rate and inaccurate NPS ® data. Online CRM. 50+ employees. Survicate features used: Email surveys. Survicate NPS ®. User experience beyond product.

NPS 40

NPS Customer Insights Survey Roadmap 40

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 170

CEM CRM ROI Survey 170

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

Customer Journeys 49

Customer Journeys Customers Customer Experience Measurement 49

Forrester's Customer Insights

JUNE 4, 2018

The Forrester Tech Tide™: Risk And Compliance Management, Q2 2018 We recently published our Tech Tide™ report outlining 14 key risk and compliance technologies to track in 2018. One of the challenging parts of this research is setting the right scope.

Technology 33

Technology Report Industry Management 33

Forrester's Customer Insights

MAY 2, 2018

Q1 2018 earnings for Twitter, Facebook, and Snap largely showed minimal impact from the recent data privacy crisis. There were no surprises: Twitter is building off its Q4 2017 momentum, Facebook continues to grow its user base, and Snap is still going through an identity crisis.

Social Media 28

Social Media Marketing Financial Data 28

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs.

Net Promoter Score 62

Net Promoter Score Retail Ecommerce Social Media 62

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Forrester's Customer Insights

MAY 3, 2018

When salacious tales of Cambridge Analytica’s activities emerged in 2018, we thought the company was finished. We then saw multiple suspensions and resignations, and on May 2nd, 2018 Cambridge Analytica announced it […].

Data 35

Data Company Customer Experience Customers 35

Peter Lavers

NOVEMBER 14, 2017

In this guest blog our friend and Associate Paul Laughlin considers which are the most important skills needed by analysts or data scientists. But most graduate data scientists or experienced analysts will be screened for those at recruitment. So, if you are leading an Analytics , Data Science or Insight team , where should you invest?

Data 40

Data Analytics Training Course 40

Alida

NOVEMBER 1, 2018

The quantitative data has value, but only if you know what actions to take to improve the situation. When customers have the opportunity to provide feedback in their own words, they are more candid. You can slice and dice the data and look for insights in between the data points to put together a story.

Feedback 147

Feedback Exercises Analysis Effort Score 147