Forrester's Customer Insights

DECEMBER 13, 2018

With GE establishing a new stand-alone software business, we examine what it means for existing and potential customers of GE Digital and for GE. What we know: December 13th 2018 – GE announces the formation of a new industrial IoT software business with $1.2bn in revenue (based on GE Digital sales).

Software 49

Software Industry Sales Company 49

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.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 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. 3: AI-empowered agents who use customer insights to provide better service.

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. 3: AI-empowered agents who use customer insights to provide better service.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 208

Analysis Social Media Trends Feedback 208

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

Forrester's Customer Insights

MARCH 21, 2018

TLDR: Participate in the 2018 Forrester Digital Experience and Organization Survey. We’ve uncovered key trends such as when software investment priorities swung wildly away from best-of-breed to ease-of-integration. Click here to start the questionnaire now, the survey is closing soon!

Survey 32

Survey Trends Software 32

Survicate

JANUARY 11, 2019

Survicate customer since: February 2018. Hence, the first survey he launched was a Website Survey displayed in Agendor’s webapp, asking what other software customers used. “We The post Find out how Agendor uncovered critical customer insights with NPS^® Surveys appeared first on Survicate.

NPS 40

NPS Customer Insights Survey Roadmap 40

Dapresy

FEBRUARY 19, 2020

“The combination of the Dapresy and Confirmit solutions will be unmatched in the market research and customer experience arena,” said Pål Malmros, responsible for the investment at Verdane. Together, we will provide customers with state-of-the-art collection and reporting for marketing research and customer experience management.”.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Forrester's Customer Insights

JULY 5, 2018

At the midpoint in 2018, the US tech market is on track to grow by 6.7% in 2018, the fastest growth since 2012. In our just published report, “US Tech Market Outlook For 2018 And 2019: Cloud Powers Tech Spend To 6% Growth And Software To 8% Growth,” we can provide strength in all tech budget […].

Marketing 24

Marketing Software Report Telecommunications 24

Forrester's Customer Insights

APRIL 24, 2018

Software eats the world, right? We’ve been saying that for how long now? 1997 in my case, I think.) And we’re still transforming? That’s taking so long is just an indication of just how hard it is for companies to change how they operate. But hard <> impossible, and we think companies could exert […]

Software 53

Software Company 53

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. Personalized marketing automation.

CEM 186

CEM CRM ROI Survey 186

SurveySparrow

APRIL 21, 2024

Literally, anyone can use these no-code software tools. 5) Suitable for – Businesses looking to understand the market and their customers Best for – Feedback collection & analysis and experience management SurveySparrow is a renowned online survey software you can use to collect and analyze customer feedback.

Tools 52

Tools Ecommerce Survey Analysis 52

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. Personalized marketing automation.

CEM 170

CEM CRM ROI Survey 170

Forrester's Customer Insights

AUGUST 7, 2018

See why the 15 providers selected matter most in our 2018 wave and how they stack up.

Omni-Channel 28

Omni-Channel Software Tools Customers 28

ShepHyken

MARCH 29, 2019

Advanced retailers have come to a realization that their managers, or agents, should rather focus on direct communication with customers and/or a balanced pricing strategy. Technology augments their expertise by handling routine tasks, analyzing enormous amounts of data, and providing market and customer insights.

Retail 106

Retail Customer Experience How To Ecommerce 106

Dapresy

FEBRUARY 19, 2020

“The combination of the Dapresy and Confirmit solutions will be unmatched in the market research and customer experience arena,” said Pål Malmros, responsible for the investment at Verdane. Together, we will provide customers with state-of-the-art collection and reporting for marketing research and customer experience management.”.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

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

Dapresy

FEBRUARY 25, 2020

“Die Kombination der beiden Lösungen von Dapresy und Confirmit wird im Bereich Marktforschung und Customer Experience einzigartig sein,” sagt Pål Malmros, verantwortlich für das Investment bei Verdane. Diese Erfahrung sowie die Vision, die Art und Weise der Lieferung von Insights zu verändern, treibt Dapresy an. Über Confirmit.

Multi-Channel 52

Multi-Channel Software Report Employee Experience 52

Lumoa

MAY 16, 2024

In this article, we will dissect the unique challenges of testing machine learning-enabled software and introduce you to Booktest – a revolutionary tool that marries the agility of Jupyter Notebook with the robustness of traditional unit testing. Data scientists continuously refine models based on new data and insights.

Tools 208

Tools Banking Software Data 208

Forrester's Customer Insights

JANUARY 16, 2019

As a review, here were my 2018 predictions. Private equity will continue its sweep of the channel software space, creating some unicorns along the way. We have seen more disruption in the channel in the past 18 months than we saw in the past 37 years combined. Verdict: As mentioned in the […].

Software 55

Software Sales Data Marketing 55

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. “In Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Forrester's Customer Insights

DECEMBER 3, 2020

This is a refresh from our previous evaluation in 2018. You’ll find there’s a number of familiar faces: BMC Software, Flexera (acquired RightScale), Micro Focus, and VMware. […].

Management 32

Management Software Customers 32

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

Forrester's Customer Insights

OCTOBER 15, 2018

As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations which preserve legacy on premise software, or organizations that wish to maintain the technology inside their firewall.

Contact Center 48

Contact Center Software Technology Marketing 48

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Forrester's Customer Insights

APRIL 27, 2018

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

Financial 30

Financial Report Consumers Telecommunications 30

Chattermill

DECEMBER 6, 2017

This investment unlocks tremendous opportunities for us to continue the growth we’ve seen into 2018 and build on our vision of giving companies incredibly detailed insight in real-time, at a fraction of the cost of traditional customer experience research.

Travel 40

Travel Customer Centricity Consulting Software 40

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

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. Although, even the cost of digital interactions is on the rise: email has gone up from £3.37 per contact to £3.18.

Self Service 75

Self Service Customer Service Social Media NPS 75

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

ProProfs Chat

DECEMBER 23, 2019

Otherwise, even with the most well-intentioned marketing initiatives, customers are bound to counteract with their perceptions of the brand. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. Now, wouldn’t you call this a customer centric strategy ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

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

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

Forrester's Customer Insights

SEPTEMBER 13, 2018

We’ve just published “The Forrester Wave™: B2B Commerce Suites, Q3 2018,” and B2B companies, you’re in luck — you now have a viable list of options with a focus on B2B.

B2B 22

B2B Software Company Ecommerce 22

Thematic

OCTOBER 1, 2018

The idea is to be able to examine the customer feedback to inform the business on taking strategic action, in order to improve customer experience. Subsequently, we use text analytics to help companies find hidden customer insights and be able to easily answer questions about their existing customer data.

Analytics 76

Analytics Analysis Training Feedback 76