Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 91

Customer Service Self Service Customers NPS 91

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Trends Customers Self Service 88

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. If you’re attending the show, stop by stand S6 to experience Calabrio’s innovative approach to illuminating compelling customer insights and enriching human interactions.

Customer Experience 100

Customer Experience Customer Journeys Technology Customers 100

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. on 12 Nov 2019. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. by Sam Frampton.

Customer Insights 40

Customer Insights Customers Customer Centricity How To 40

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!

Customer Experience 97

Customer Experience ROI Exercises Metrics 97

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Customer Satisfaction 71

Customer Satisfaction Social Media Customer Experience Customer Service 71

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

Customer Experience 75

Customer Experience Effort Score Customer Success Analytics 75

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . 2019 is almost a wrap.

Customer Success 64

Customer Success Customer Experience eBook Chief Customer Officer 64

Centercode

JANUARY 28, 2019

On an intuitive level, company leaders understand the necessity of Customer Validation. But actually proving the worth of a customer testing program can be a challenge. To learn more about the ways industry leaders drive customer testing program value, read the full analysis in the 2019 Customer Validation Industry Report.

Customers 63

Customers Customer Experience Feedback Survey 63

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds.

Strategy 54

Strategy Marketing Customer Experience Customers 54

Oracle

AUGUST 1, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Completing the Customer Profile: a Multidimensional Data Discussion. Visit the registration page.

Data 40

Data Customer Experience Customer Centricity Case Study 40

Forrester's Customer Insights

MARCH 2, 2020

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. The report is called Forrester’s Top CX Research Findings Of 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place.

Customer Experience 42

Customer Experience Report Customers 42

Forrester's Customer Insights

MAY 23, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” ” Last week, we spoke to Sam Stern about how employee experience will impact retailers in 2019.

Retail 46

Retail Employee Experience Brands Report 46

Gainsight

APRIL 15, 2019

So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? Speaking of 2020, that’s the theme of Pulse 2019: 20/20. Whether you take 20/20 as a sign of your increasingly strong vision about your customers (you might say you’re “gaining sight”… I’ll be here all night!)

Customer Success 81

Customer Success Customer Experience NPS Feedback 81

Forrester's Customer Insights

APRIL 23, 2019

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track.

Tips 50

Tips Customers 50

Forrester's Customer Insights

JUNE 4, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D.

Retail 48

Retail Loyalty Trends Consumers 48

Forrester's Customer Insights

APRIL 18, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” thinks retailers and brands should expect and focus on regarding automation in 2019. Here’s what J.P.

Retail 41

Retail Brands Technology Customers 41

Forrester's Customer Insights

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 38

B2C Loyalty Retail Marketing 38

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 Customer Experience Innovation 33

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. Another key update in 2019 has been to our action planning tools, now available in the CustomerXM platform.

Customer Experience 58

Customer Experience Feedback Customers NPS 58

Forrester's Customer Insights

DECEMBER 19, 2019

What were some of your favourite (professional related) things in 2019? Every year in my personal life with my mother & sisters, we like to celebrate products, lessons learned and life hacks that we discovered throughout the year (yes, geek alert!). This year, I’m doing it with all of you in my professional life. Feel […].

38

38

Forrester's Customer Insights

MAY 14, 2019

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn?

Insurance 39

Insurance Technology Report System 39

Forrester's Customer Insights

MAY 6, 2019

Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. They say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong. Let’s review. Things We Feel Really Good […].

Innovation 43

Innovation Customers Technology 43

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 Customer Centricity Employee Engagement Customer Experience 40

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 Customer Centricity Employee Engagement Customer Experience 40

Forrester's Customer Insights

FEBRUARY 18, 2020

This blog post is part of Forrester’s Holiday 2019 retail series. During the past few weeks, retailers have begun to release their quarter 4 earnings – which includes holiday results for many of them. Holiday 2020 is still months away, but retailers know that it’s never too early to start planning for the biggest season of […].

Retail 39

Retail 39

Forrester's Customer Insights

NOVEMBER 7, 2018

These themes are far from done; however, 2019 sees a distinct shift in emphasis — winter is coming. In 2019, economic uncertainty stalks the halls, and budgets will see pressure. Many firms […].

Innovation 41

Innovation Management 41

Forrester's Customer Insights

NOVEMBER 29, 2018

How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.

Insurance 42

Insurance Trends Video Strategy 42

Forrester's Customer Insights

MAY 9, 2019

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019.

Employee Experience 38

Employee Experience Retail Brands Customer Centricity 38

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. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

Average Handle Time 95

Average Handle Time Self Service Customer Experience Customer Insights 95

Forrester's Customer Insights

FEBRUARY 6, 2020

The Q4 2019 earnings reports are in for Facebook, Snap Inc., and Twitter. Here are our top takeaways for marketers: Facebook, Inc. Last year, we at Forrester argued that despite the number and extremity of Facebook’s scandals, they wouldn’t doom the company in the short term. So far, that’s held up, as the user base […].

Marketing 40

Marketing Report Company B2C 40

MyCustomer

APRIL 3, 2019

3rd Apr 2019. European Director of Customer Insights. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. Peter Dorrington.

Connections 58

Connections Customer Insights Consumers Industry 58

Forrester's Customer Insights

NOVEMBER 5, 2018

Today my team published Forrester’s Predictions for the cybersecurity industry for 2019. We listed 5 key trends that we think will impact the industry over the next 12 months. Here is my take on how 3 of these trends will play out in the European cybersecurity market: Economic espionage in Europe will increase due to […].

Trends 40

Trends Industry Marketing 40

SurveySensum

DECEMBER 22, 2022

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Customers Loyalty Programs 52

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 Customer Experience 28

Forrester's Customer Insights

FEBRUARY 14, 2019

The two days of demo sessions are now over, so I wanted to share with you my thoughts on the three themes that dominated FinovateEurope 2019 (apologies for the plane landing at the end. Reporting directly from the venue at Tobacco Dock in East London – close to the City Airport – has its hazards…) […].

Report 33

Report Financial 33

Forrester's Customer Insights

JUNE 25, 2019

I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design.

Innovation 36

Innovation User Experience Data Conference 36