Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CX University

JANUARY 30, 2024

It has seen a consistent increase in its NPS over the years, with the score rising from +77 in 2020 to +90 in 2024. CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. NPS provides useful comparative data across industries. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

CX University

OCTOBER 12, 2021

CXPA revised its rubric after commissioning a detailed 2020 job analysis study. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Forrester's Customer Insights

MAY 13, 2020

Forrester analysts share how B2B companies can help their clients and themselves navigate uncertainty.

Customer Centricity 48

Customer Centricity B2B Customers Company 48

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Companies that invest in customer experiences simply do better than the companies that do not. PWC, Consumer Intelligence Series – Customer Experience ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Qualtrics

FEBRUARY 1, 2019

With so many opportunities to delight (or even disappoint) your customers, embedding customer-centricity throughout the organization, from the front lines to the back office has never been so important. The customer isn’t marketing’s job anymore, it’s everyone’s job. Are your insights fast enough?

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

CSM Magazine

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 trillion in 2020 — making up an astonishing compound annual growth rate between 27% and 40%. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Forrester's Customer Insights

JUNE 24, 2020

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles.

Conference 63

Conference System User Experience Customer Centricity 63

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Forrester's Customer Insights

MARCH 9, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 44

Retail Industry Consumers Customers 44

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

CSM Magazine

JUNE 10, 2021

In fact, negative connotations still swirl around the contact centre despite the central position it has found itself in since the first quarter of 2020. According to a 2020 Call Centre Helper report , 23.9% Capture every possible insight, distribute the relevant ones. A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

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

Forrester's Customer Insights

JANUARY 23, 2020

The theme of Forrester’s Predictions 2020: B2B Marketing And Sales report was “Accelerating Response To The Great Expectations For The B2B Buying Experience.” The report made 5 unique calls, one of them was mine: “Thirty percent more marketing organizations will shift toward audience-based structures in 2020.”

Customer Centricity 20

Customer Centricity B2B Report Sales 20

ShepHyken

DECEMBER 4, 2020

So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. But make sure you do something to position yourself for the 2020 customer. What is a Customer Experience Roadmap? They deserve it.

Roadmap 140

Roadmap Customer Experience Airlines How To 140

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

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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

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

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

Think Customers

JULY 29, 2022

Businesses are eager to unlock insights that can help them adapt to change and reengage customers. According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020.

Data 59

Data Apparel Automotive Tourism 59

Maru Group

OCTOBER 10, 2019

Over the course of the two-day event, attendees heard from leaders and experts on a range of topics – with a few key themes and dynamics arising as a focus in 2020. Customer satisfaction vs. customer centricity. It was great to see customer insights and research becoming more central to decision-making.

Meeting 40

Meeting Employee Engagement Customer Centricity Case Study 40

Maru Group

OCTOBER 10, 2019

Over the course of the two-day event, attendees heard from leaders and experts on a range of topics – with a few key themes and dynamics arising as a focus in 2020. Customer satisfaction vs. customer centricity. It was great to see customer insights and research becoming more central to decision-making.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

Forrester's Customer Insights

MAY 10, 2021

It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns.

Consumers 59

Consumers Management Customers Customer Centricity 59

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

Forrester's Customer Insights

MAY 18, 2020

To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […].

Financial 60

Financial Consumers Survey Customer Centricity 60

Customer Alignment

APRIL 25, 2017

Don’t be shy in being clear about the investment and combine it with confidence it will be worth it and generate a performance uplift Hear it from the customer’s mouth - capture the voice of your customer and play it back to your business leaders.

Customer Experience 40

Customer Experience Customer Journeys Leadership How To 40

2020 Research

AUGUST 29, 2022

What is a Quantitative Insight Community? A quantitative insight community (IC) enables customer-centric brands to create a continuous flow of deep customer insights. These insights come from a highly engaged community of thousands of research participants.

Brands 52

Brands Self Service Banking Groups 52

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 44

Consumers Analytics Technology Data 44

Gainsight

OCTOBER 23, 2019

Customer success is the voice of the customer and must successfully interface with the rest of the business. To do this, they need access to every tool that touches the customer. This enables them to share customer insights and data with the rest of the business. Sales tools like CRMs and customer communication.

Software 60

Software Customer Success Tools Customer Centricity 60

Forrester's Customer Insights

APRIL 15, 2020

Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year.

Banking 55

Banking Consumers Data Financial 55

Forrester's Customer Insights

MAY 19, 2020

To understand how the pandemic has so far impacted consumer finances and behaviors, we surveyed 1,118 UK online adults in April 10–15, 2020 and found that UK consumers: Are already feeling the […].

Financial 40

Financial Consumers Survey Banking 40

Forrester's Customer Insights

AUGUST 3, 2020

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Airlines 39

Airlines Industry Customers Customer Centricity 39

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

MAY 20, 2020

Learn how we'll help firms master B2B customer experience at the CX North America live virtual experience on June 16-18, 2020.

B2B 45

B2B Customer Experience Customer Centricity Customers 45

Forrester's Customer Insights

MAY 18, 2020

To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […].

Financial 31

Financial Consumers Survey User Experience 31