Forrester's Customer Insights

SEPTEMBER 14, 2018

With this delightful idea in mind, I request the pleasure of your company at the second edition of Forrester’s Digital Financial Services and Insurance Forum in Mumbai on October 10. Jane Austen once said that her idea of good company is clever, well-informed people who have a great deal of conversation. As the host, I […].

Insurance 22

Insurance Financial Company Customers 22

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. For the most part, the financial markets seem to […].

Social Media 28

Social Media Marketing Financial Data 28

CloudCherry

DECEMBER 1, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. This is where integrating CX data with financial metrics can help.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. This is where integrating CX data with financial metrics can help.

CEM 170

CEM CRM ROI Survey 170

Alida

OCTOBER 2, 2018

The state of customer experience (CX) is languishing because companies are making seven critical CX transformation mistakes. At the 2018 Customer Intelligence Summit , Forrester Principal CX Analyst Rick Parrish laid out these common errors but said it’s easy to sidestep these problems if you know what to look for.

Customer Centricity 147

Customer Centricity Financial Contact Center Interaction 147

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Customer Connectedness: Infuse customer insight across the organization.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Forrester's Customer Insights

SEPTEMBER 28, 2018

In the UK, Monzo recently hit the one million customer mark, whilst Revolut has almost tripled its customers to 2.8 Lifestyle-app Alipay, the digital wallet and payments solution operated by Ant Financial, now has 700 […]. million in a year.

Banking 55

Banking Industry Financial User Experience 55

Forrester's Customer Insights

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 57

Banking Insurance Study Customer Experience 57

Forrester's Customer Insights

APRIL 27, 2018

As in 2016, Huawei reported strong financial growth in 2017. Huawei hosted its annual Analyst Summit in Shenzhen, China, recently. Revenues were up 16%, EBIT, by 19%, and cash flow from operations by 96%.

Financial 28

Financial Report Consumers Telecommunications 28

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

Maru/HUB

DECEMBER 22, 2017

Looking ahead to 2018 then, it is predicted customers’ expectations will outpace companies’ ability to evolve or invent experiences, as the gap has already widened in 2017. Evolving customer expectations will challenge all organisations. The post A Customer Experience Year in Reflection appeared first on Maru/Syngro.

Customer Experience 40

Customer Experience Self Service Analytics Financial 40

CSM Magazine

DECEMBER 10, 2019

Customer feedback is managed by the customer insights team, right? A company’s financial performance is critical, so finance is in the scope of almost every business team. Likewise, for companies to be truly customer-centric, customer feedback and insights must be embedded company-wide: from HQ to frontline teams.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

Forrester's Customer Insights

JUNE 25, 2019

On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. Many organizations — particularly in North America — think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them.

Contact Center 45

Contact Center Customer Service Financial Trends 45

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. They have committed to invest 6 million euros.

B2B 98

B2B Feedback Technology Customers 98

Forrester's Customer Insights

OCTOBER 5, 2020

Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance.

Brands 34

Brands Customer Experience Insurance Banking 34

BirdEye

MARCH 9, 2021

You’re getting more people in the door, creating better experiences, and this boosts loyalty – turning customer delight into revenue. True Actionable Customer Insights. At the core of this flywheel is gaining a true, in-depth understanding of your customers. Comprehensive Customer Insights With Real Impact.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Forrester's Customer Insights

MARCH 4, 2019

But 2018 was a year unlike any other in my billing research. For the first time, the majority of my client inquiries on the topic came from financial services companies. Fun fact: I’ve been researching billing for Forrester since 2012. And while these conversations often started about billing, they ended up in EBPP.

Financial 40

Financial Company 40

ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

SurveySparrow

APRIL 21, 2024

It can generate content, personalize my messages, and provide insights and recommendations based on my customer and financial data.” User Review : “ I’ve been using Shopify since 2018, and I think it’s the best E-commerce platform out there. per month for 500 contacts when billed annually.

Tools 52

Tools Ecommerce Survey Analysis 52

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

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 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

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. They have committed to invest 6 million euros.

B2B 52

B2B Feedback Technology Customers 52

Forrester's Customer Insights

APRIL 27, 2018

Yesterday, Thursday April 26, Amazon released its Q1 2018 financial results. The results? They knocked it out of the park. In fact, Jim Cramer on CNBC called it “the best quarter I’ve ever seen from a company.”

Financial 28

Financial Company Ecommerce Advertising 28

Forrester's Customer Insights

AUGUST 28, 2018

We are delighted to announce The Forrester Wave™: Marketing Resource Management, Q3 2018. Forrester defines marketing resource management as: Enterprise marketing technology that helps marketers with financial planning, performance measurement, collaboration and calendaring, project management, content production, […].

Resources 22

Resources Financial Measurement Technology 22

Forrester's Customer Insights

APRIL 5, 2018

Using new self-directing machine-learning models, merchants are increasingly outsourcing significant but noncore operational tasks like writing fraud rules, case management, and even the financial risk itself. In many cases, retailers are simply not equipped with the rigorous data intelligence, rules, machine […]

Technology 20

Technology Retail Financial Data 20

Perceptive

FEBRUARY 4, 2021

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% 16% used credit due to financial hardship. Did we spend less on Christmas than last year? growth in Christmas spending, respectively.

Tourism 52

Tourism Sports Retail Survey 52

Forrester's Customer Insights

APRIL 25, 2019

raised by Regulatory Technology (RegTech) ranked 14th in 2018. [This post was co-authored by my colleague Christian Austin] Of the 16 technology markets Forrester monitors for VC funding trends, the $2.1B

Trends 34

Trends Technology Marketing Insurance 34

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? Yet good customer service is the most highly valued attribute at banks according to a survey by Forrester Research of more than 110,000 consumers.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Currency Alliance

OCTOBER 12, 2021

This is an effort which starts with customer insights and data, and sharing those insights with your partners, in order to discover new partnerships and partner-based offers which are likely to add the greatest customer value. Untapped insight in your customer base.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

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

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. This drives progressive, ongoing, customer self-profiling that provides the marketer with uniquely deep and accurate human data.

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. This drives progressive, ongoing, customer self-profiling that provides the marketer with uniquely deep and accurate human data.

Customer Experience 49

Customer Experience Video Sales ROI 49

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