Forrester's Customer Insights

JULY 22, 2019

Companies commonly ask me these innovation questions: What emerging technology should I invest in this year? How do we manage innovation when we’re busy with incremental improvements? What this shows is that many companies know that innovation is important — and they’re right. Innovation is crucial […].

Innovation 47

Innovation Technology Management Company 47

Forrester's Customer Insights

MAY 1, 2019

As if culmination of IPL 2019 and month long festival of democracy was not enough to make the month interesting, we will throng into Mumbai on 28th May. Occasion – Forrester’s Digital Transformation & Innovation Forum 2019. This May we are turning up the heat again.

Innovation 43

Innovation Customers 43

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.

Effort Score 75

Effort Score Analytics Report Data 75

Forrester's Customer Insights

OCTOBER 8, 2019

Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them. They can help ensure the firm’s survival by adding net-new value to consumers.

Banking 35

Banking Innovation Financial Consumers 35

Forrester's Customer Insights

SEPTEMBER 25, 2019

I had the pleasure of attending FinovateFall in NYC over the past two days to see the latest and greatest in innovations from more than 70 fintechs. In the video below I share my thoughts about what was great, what was missing, and what’s shifting in fintech innovation.

Innovation 32

Innovation Video B2C Technology 32

Experience Investigators by 360Connext

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

JUNE 17, 2019

As you heard from us at last month’s Digital Transformation & Innovation 2019 Forum, all your innovation investments and efforts should be focused on addressing customer experience needs and challenges.

Innovation 43

Innovation Customers Industry Customer Experience 43

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!)

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Forrester's Customer Insights

MAY 28, 2019

I will be attending the 2019 In|Vest conference this July in New York. Like everyone else in the industry, I am keen to hear the latest on what’s happening in digital wealth management from incumbents like J.P. Morgan and its no-fee investing app You Invest, including whether it will evolve it to offer digital advice […].

Conference 42

Conference Innovation Industry Management 42

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

Forrester's Customer Insights

JANUARY 23, 2019

Last weekend at the NRF Big Show 2019, I walked for miles back and forth across the crowded conference red carpet, meeting with several retailers, brands, and vendors to discuss the current and future state of commerce. In between meetings, I caught a few sessions and spent some time at the innovation lab. Luckily for […]

Trends 42

Trends Conference Retail Innovation 42

Qualtrics

FEBRUARY 10, 2020

And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate. 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.

Feedback 58

Feedback Social Media Tools Touchpoint 58

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 Case Study 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 Employee Engagement Customer Centricity Social Media 40

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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 50

Innovation Management 50

Forrester's Customer Insights

APRIL 1, 2019

In less than seven weeks, we will descend on Chicago for Forrester’s Digital Transformation & Innovation 2019 Forum. But getting transformation right is essentially just table stakes; innovation really is the new imperative. […].

Innovation 43

Innovation Technology 43

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 99

Customer Experience Self Service Advertising Customer Expectations 99

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

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Forrester's Customer Insights

DECEMBER 26, 2018

Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out.

Innovation 47

Innovation Management Examples Customer Insights 47

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.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

Forrester's Customer Insights

MARCH 4, 2019

Change The Game By Embracing Radical CX Innovation OK, so you’ve elevated and transformed your CX practices over the past five (or more) years. But there’s one area where many of us still fall short: innovation. These practices have become more professional, more analytical, and more focused on business impact.

Innovation 41

Innovation Analytics Strategy Customer Experience 41

Forrester's Customer Insights

JUNE 9, 2020

Now many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients see The State Of Voice Assistants, 2019). We’re used to great audio for music, videos, and calls. Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Innovation 35

Innovation Video Company User Experience 35

Forrester's Customer Insights

FEBRUARY 11, 2020

Curiosity Lab, founded in 2019, is driving Open Innovation efforts with everyone from large corporations to early stage startups investing in edge computing, 5G, IoT, autonomous vehicles (see the image below), robotics and more.

Innovation 67

Innovation Technology Management Company 67

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. Agile working in practice As with most innovations, they have a mixed track record. I’ve shared a series on how to run an insight generation workshop.

Analytics 138

Analytics Culture Exercises Data 138

Forrester's Customer Insights

MARCH 4, 2019

Change The Game By Embracing Radical CX Innovation OK, so you’ve elevated and transformed your customer experience (CX) practices over the past five (or more) years. But there’s one area where many of us still fall short: innovation. I’m not talking […].

Innovation 37

Innovation Analytics Customer Experience Customers 37

Forrester's Customer Insights

AUGUST 13, 2019

Bosch Connected World – Bosch’s premier customer and partner event held annually in Berlin – has become a destination event for European IoT professionals.

Connections 44

Connections Analysis Conference Innovation 44

Forrester's Customer Insights

APRIL 19, 2019

They are getting back to basics, and looking to deliver small, manageable chunks of innovation. After delivering talks at several recent industry events and having a wide range of discussions with digital leaders, it’s clear that organizations are becoming increasingly pragmatic when it comes to digital.

Roadmap 42

Roadmap Innovation Industry Management 42

Confirmit

SEPTEMBER 1, 2019

PennyMac’s executive team are huge supporters of listening to the Voice of the Customer, and Terry describes how that has impacted the rest of the organization, resulting in a double win in the 2019 Confirmit ACE Awards. Not least, winning two Confirmit ACE Awards!

Banking 40

Banking Video Analytics Innovation 40

SurveyGizmo

SEPTEMBER 25, 2019

September 25, 2019. We came to this conclusion naturally, by following our best customers, who were able to innovate on our easy-to-use and flexible platform. Yet many of our customers view SurveyGizmo differently, as critical in driving workflow and business operations from the feedback they gather.

Apparel 75

Apparel Feedback Software Innovation 75

Forrester's Customer Insights

APRIL 21, 2020

The funding comes on top of a $250 million round in September 2019 and values the fintech at an eye-watering $36 billion. On Thursday, April 16, payments firm Stripe announced that it had raised $600 million in fresh funding. The economy may be contracting as a result of the COVID-19 downturn, but investors are certainly […].

Banking 28

Banking Innovation Financial Customer Experience 28

Oracle

APRIL 23, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Is your company doing a good job of capturing customer information? Rand, I hear that you have a customer insight retail analytics solution to show me.

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

Forrester's Customer Insights

MARCH 6, 2019

Smaller vendors have been acquired to inject innovation and modernization to traditional platforms, enabling scalability, enhanced discovery capabilities, and advanced analytics. The archiving market may be mature, but it is far from stagnant. In recent years, there has been active consolidation among cloud archiving providers.

Analytics 41

Analytics Innovation Marketing Data 41

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Why 2019 is all about trust for brands and consumers.

Automotive 73

Automotive Social Media Contact Center ROI 73

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Customer feedback is managed by the customer insights team, right?

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

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. Agile working in practice As with most innovations, they have a mixed track record. I’ve shared a series on how to run an insight generation workshop.

Analytics 80

Analytics Culture Exercises Data 80