Maru Group

OCTOBER 10, 2019

Customer satisfaction vs. customer centricity. It was great to see customer insights and research becoming more central to decision-making. As an industry, the focus on the customer is moving beyond just CSAT scores towards true customer centricity.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. Date: March 5-8, 2019. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Date: July 15-16, 2019.

Conference 33

Conference Management Innovation Roadmap 33

CX Journey

JUNE 20, 2019

This post originally appeared on Paul's site on February 21, 2019. In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams.

Analytics 138

Analytics Culture Exercises Data 138

Forrester's Customer Insights

JUNE 7, 2019

I have spent the last three days attending Infosecurity Europe 2019, the largest security trade show in the UK and Europe. As ever, before coming I have tried to predict the big theme or trends that CISOs should take note of. However, the show is very similar to last year, with incremental evolution of products […].

Trends 48

Trends Government Analytics Culture 48

Qualtrics

JANUARY 16, 2019

Below are 10 market research conferences that you should check out for 2019. Date: March 5-8, 2019. Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean. Charles Wilson- Product Insights, New Balance. Date: May 16-19, 2019. Register today!

Conference 28

Conference Marketing Case Study Analytics 28

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Analytics 134

Analytics Tips Culture System 134

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. People and departments from across the business come together to work on CX, breaking down silos and helping to create a customer - centric culture.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Yes, there is the external customer who pays your company for products and services.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

Forrester's Customer Insights

JULY 15, 2019

APAC is a unique region in its cultural, geographic, regulatory, security maturity and economic diversity. It has taken me 15 months and a LOT of travel, listening and talking to feel confident enough to write this research for APAC. Writing anything ‘APAC’ related (at least for me) meant that I needed to understand the region […].

Travel 47

Travel Culture Analysis Customers 47

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. Customer strategy. The Capabilities. Measurement.

Travel 204

Travel Industry Hotels Customer Journeys 204

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed? What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

CX Journey

JUNE 20, 2019

This post originally appeared on Paul's site on February 21, 2019. In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams.

Analytics 80

Analytics Culture Exercises Data 80

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Analytics 81

Analytics Tips Culture System 81

Centercode

JANUARY 29, 2020

In this blog post, I’m going to cover one of the most interesting findings from the 2019 industry survey: how using defined CV processes affects overall program performance. 2018 vs. 2019 Results. However, the 2019 industry survey highlighted some interesting shifts in the data.

Report 59

Report Industry Survey Course 59

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Experience Investigators by 360Connext

JULY 28, 2020

” But instead, in 2019, things changed. The new statement lists “delivering value to customers” as well as investing in employees. I have seen a lot of Customer Experience role descriptions, and there is one thing that is often missing. Customer insights are only useful if they lead to action.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Eptica

DECEMBER 12, 2018

You need to develop an intimate understanding of customer needs, for example by analyzing their interactions, and use this customer insight to drive real change. Also, bear in mind that customers will judge you against the best performers when it comes to customer experience, no matter what sector you are in.

Self Service 65

Self Service Culture Study Chatbots 65

Qualtrics

OCTOBER 23, 2019

We definitely benefited from having a centralized database for all our customer insights through Qualtrics. This enabled us to move quicker, provide better insights to our executive team, and support decisions.” – Excerpt from Qualtrics customer survey interview. Download the Full Economic Impact Study.

Study 30

Study Consulting ROI Survey 30

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Even with access to a wealth of customer insights and data, it should not be analyzed in isolation.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Customer experience. 3 ways VOC insights feed into your growth strategy. Product development.

Customer Insights 59

Customer Insights How To Customer Journeys Infographics 59

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

Exercises 97

Exercises ROI Conference Video 97

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

SEPTEMBER 9, 2019

Estimates of venture capital funding for HR technology point to record levels of more than $5 billion in 2019.

Groups 40

Groups Technology Management Employee Engagement 40

Currency Alliance

JUNE 16, 2020

The Voxi proposition was inspired by ‘drop culture’ – a trend for very short-run products (typically fashion items) which plays off younger consumers’ desire for spontaneity and excitement in their engagement with brands. Vodafone built Voxi as a novel telco proposition around just that culture.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

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

C Space

APRIL 21, 2020

“We are deploying our culture of innovation and craft, which normally protects the world’s best hockey players doing battle on the ice, for a new purpose: protecting our healthcare workers on the front lines of the most important battle of our time,” said Rick Blackshaw, CEO of CCM Hockey.

Brands 52

Brands Hospitality Entertainment Healthcare 52

SurveySparrow

SEPTEMBER 29, 2020

That’s bad customer support. . At Zappos, the culture is the absolute opposite. The brand ensures that customers are satisfied, even if that means that customer care gets through fewer calls than they would if they rushed. Now THAT’S how you make up for a poor customer experience.

Policies 59

Policies e-support Customers Examples 59

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

Qualtrics

APRIL 7, 2021

In 2019, Elon Musk promised we’d get it from Tesla in 2020, but a non-FSD beta version is all that has been released so far. Listen to the complete podcast episode of Breakthrough Builders with Charlene Li. Early reflections. Full Self Driving–FSD or “level 5” in industry jargon–has been promised for years.

Customers 26

Customers Study Groups Brands 26

ChurnZero

SEPTEMBER 27, 2019

No matter your approach, ensure that customer information can easily flow between all units of your company. Put Customer Data Within Reach. Sharing both customer successes as well as failures on a regular basis is a great way to cement a customer-first culture within your organization. ChatBots and Similar Tools.

Customer Success 56

Customer Success Effort Score Customer Centricity Sales 56

Currency Alliance

DECEMBER 17, 2019

There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. The loyalty competencies that got your brand to 2019 probably won’t get you to 2025. References. [i]

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Chattermill

SEPTEMBER 3, 2019

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience. by Maddy Trusewich on 4 Sep 2019. Customer Experience. The way customers purchase products has changed. Subscription Services. man shaves.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Chattermill

SEPTEMBER 3, 2019

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience. by Maddy Trusewich on 4 Sep 2019. Customer Experience. The way customers purchase products has changed. Subscription Services. man shaves.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52