C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

Marketing 120

Marketing Customer Centricity Consumers Groups 120

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CX Journey

FEBRUARY 5, 2015

. #1 Customer Experience will become the major differentiator In the news: According to Deloitte , 82% of brands perceive customer experience as a competitive differentiator. By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. For a truly customer-centric organisation these may include: Market and category shares. Customer profiles. Pricing, value perceptions and CLV (Customer Lifetime Value).

Marketing 175

Marketing Handbook ROI Social Media 175

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Optimove

NOVEMBER 8, 2020

Fast forward to late 2020, defining both will require a completely different language. Customer-centric companies. Predictive customer modeling, reporting, and other “data voodoo” – to derive customer insight. Decisioning mechanisms that help to rule which customer gets what, when, and why.

CRM 52

CRM Brands Customer Centricity Customer Insights 52

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. Over 23 years of Forrester Analytics’ Consumer Technographics® data has proven that consumers have an insatiable capacity to adopt and use technologies that expand the four forces […].

Consumers 43

Consumers Analytics Technology Data 43

Gainsight

OCTOBER 23, 2019

Me: “Building a market map for customer success software so we can share the list of tools that we made for ourselves.”. My team uses those analytics tools and customer support isn’t customer success, so how can you say that Zendesk is a customer success tool for example?”. Customer Success in Every Department.

Software 60

Software Customer Success Tools Customer Centricity 60

Gainsight

APRIL 15, 2019

By the way, in case you didn’t feel like clicking on last year’s recap blog, this was a picture of me from the time I was writing it—from the hospital: I won’t tempt the fates by speculating about my health around Pulse 2020. Speaking of 2020, that’s the theme of Pulse 2019: 20/20. Didn’t Like #3: Party.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Qualtrics

AUGUST 20, 2021

The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. Are there industry standards for response rates?

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

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

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

Pointillist

FEBRUARY 19, 2018

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. By Will Thiel. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Answer Dash

APRIL 17, 2020

Customer-based research, and the resulting customer experience insights, will help you to prioritize your CX improvements and work more intuitively on existing projects. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Qualtrics

OCTOBER 19, 2021

ServiceNow provides a smoother and more impactful way to put an organization’s insights into action. Customers leverage the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform to quickly act on customer insights. FullStory: Technology Partner of the Year.

Meeting 52

Meeting Innovation Consulting Employee Experience 52

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71

Currency Alliance

APRIL 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers. Guess what?

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. Push your team to capture exclusive customer insight. Your greatest asset is exclusive customer insight. You have some data on all customers and may even know a fair amount about some customers.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Alida

DECEMBER 20, 2017

Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 trillion in annual revenue by 2020. These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making.

Retail 154

Retail Study Innovation ROI 154