Clarabridge

MAY 11, 2018

After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience. Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! Gartner Breaks Down the Key to Customer Loyalty.

Self Service 40

Self Service Social Media Healthcare Conference 40

Forrester's Customer Insights

JULY 22, 2019

Companies commonly ask me these innovation questions: What emerging technology should I invest in this year? We’re piloting [new technology] — where do we start? 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 47

Innovation Technology Management Company 47

Forrester's Customer Insights

MARCH 20, 2019

Domino’s Pizza suffered a major blow recently: A federal appeals court reversed a lower court ruling* and affirmed that the Americans with Disabilities Act (ADA) does cover the Domino’s websites and mobile apps — and yours, too.

User Experience 44

User Experience Technology Customer Experience Customers 44

Forrester's Customer Insights

JULY 29, 2019

I mention it because Forrester defines customer experience (CX) as your customers’ perceptions of their interactions with your brand, and that photo drew widespread attention to the fact that perceptions can vary widely from one person to […].

Customers 40

Customers Interaction Brands Customer Experience 40

Forrester's Customer Insights

SEPTEMBER 6, 2019

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel. But can a design system also ensure the experiences you create are inclusive?

System 48

System Customer Experience Management Customer Experience Management 48

Forrester's Customer Insights

AUGUST 5, 2019

When we design for the “average” person, we design for no one. One of my favorite books, The End of Average, opens with the story of how, during World War II, the US Air Force faced a high death rate — pilots were unable to control their planes, which led to crashes, often fatal. The […].

Marketing 45

Marketing User Experience Customer Experience Customers 45

Forrester's Customer Insights

FEBRUARY 3, 2020

That’s the percentage of design professionals who say their company now uses a design system according to our 2019 State Of Design Team’s survey. Fifty percent. And a whopping 74% of those companies say they use a design system more than two years ago. Over a third even have dedicated roles or teams to support […].

System 50

System How To Survey Company 50

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management.

Study 30

Study Consulting ROI Survey 30

Forrester's Customer Insights

NOVEMBER 27, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases. But as inboxes flood with pre-Thanksgiving, Black Friday, Cyber Monday, and more offers – retailers must ask themselves: Are we ready?

Retail 37

Retail Customer Experience Sales Customers 37

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). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Innovation 33

Innovation Video Company User Experience 33

Forrester's Customer Insights

FEBRUARY 3, 2020

As I reflect on all the research Forrester did in 2019 on employee experience, end user computing, and modern management, I couldn’t help but think how much the end user computing world has changed since I worked in end user support seven years ago. Happy New Year!

Employee Experience 36

Employee Experience Management User Experience Technology 36

Fox Metrics

AUGUST 14, 2020

If you want to learn or get ideas about customer analytics, MeasuringU is the blog to check. It’s owned by MeasuringU, a quantitative research firm, which focuses on “the statistical analysis of human behavior and quantifying the user experience.” The blog emphasizes on customer experience, usability, statistics, and more.

Analytics 93

Analytics Data Social Media Analysis 93

Forrester's Customer Insights

MAY 29, 2019

They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. Banks across Europe are all working hard to build the killer mobile banking app. The drivers are manifold. They also want to stay ahead of the competition. Incumbent banks like […].

Banking 41

Banking Consumers User Experience Financial 41

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

Forrester's Customer Insights

SEPTEMBER 24, 2019

Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world. Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession.

Banking 10

Banking User Experience Consumers Customer Experience 10

Qualtrics

NOVEMBER 6, 2020

But staying on top is harder than it sounds: 25% of the mobile apps downloaded worldwide in 2019 were used only once. If your app is downloaded, it joins on average 80 apps on a user’s phone, and is in competition with the 9 apps used on a daily basis. How can you capture and capitalize on customer insights?

Connections 44

Connections Feedback Survey Net Promoter Score 44

Centercode

FEBRUARY 11, 2021

Department of Commerce reported a 30% increase in online spending from 2019 to 2020 (compared to the previous 13% increase year over year). And in the realm of technology, Centercode research revealed that 55% of consumers planned to skip in-store shopping completely and purchase new tech devices online — an 8% increase from 2019.

e-support 98

e-support How To Policies eBook 98

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 44

Innovation Conference Data User Experience 44

PK

MAY 12, 2020

Those brands who invest in their mobile technology and focus on the digital consumer experience differentiate themselves in the marketplace and endear themselves to their consumers – especially their loyalty members. Each year, Amazon’s Prime Day sales exceed the previous year’s record, and 2019 was no exception.

Loyalty 52

Loyalty Loyalty Programs Apparel Guidelines 52

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Calabrio

OCTOBER 14, 2019

Based on a vertically oriented media player that aligns with how we consume information today, the design puts critical customer insights at users’ fingertips. The “Build a Bike” community-giving opportunity, where Calabrio and conference attendees can build bicycles for the Boys & Girls Club of San Antonio.

Conference 33

Conference Connections Strategy Entertainment 33

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