Forrester's Customer Insights

MARCH 31, 2020

Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources across digital and store touchpoints — or risk losing customers to competitors that do.

Omni-Channel 42

Omni-Channel Retail Touchpoint Resources 42

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

Bold360

APRIL 20, 2021

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. That data is gold.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

ChurnZero

OCTOBER 8, 2021

To be accepted for the Tech Cares Award, each nominated organization had to be a B2B technology company that demonstrated strong CSR in 2020 and 2021. Not only do we feel that these companies are deserving of recognition—we also consider their example when deciding how we ourselves can find new ways to create a stronger culture.”

B2B 52

B2B Healthcare Touchpoint Technology 52

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. So the initiative offers meaningful utility to many customers. Travel brands have featured less heavily among the winners, this year, than ever before.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Forrester's Customer Insights

FEBRUARY 4, 2021

The 2020 pandemic has forced consumers to digital touchpoints, accelerating the need for brands to up their game when it comes to digital commerce, engagement, and operations. Now, they must own the customer relationship, as far as they are able. Forrester’s latest report, […].

Brands 42

Brands Management Touchpoint Retail 42

Forrester's Customer Insights

JUNE 29, 2021

Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints.

Customer Experience 38

Customer Experience Retail Touchpoint Industry 38

Forrester's Customer Insights

APRIL 16, 2021

The experiences of the 2020 pandemic have only accelerated consumers’ shift to digital touchpoints. All brands need to be selling to and engaging with consumers online. When it comes to brands’ digital commerce opportunity, it is not one size fits all.

Brands 38

Brands Touchpoint Consumers Engagement 38

Think Customers

OCTOBER 28, 2020

“As technology makes it possible, your customers will demand an increasingly frictionless customer experience,” Peppers predicted back in 2013 in a post presciently titled, “May You Live in Frictionless Times: Imagining the Customer of 2020.”. Other experts agree. “If

Financial 52

Financial Insurance Banking Customer Journeys 52

ShepHyken

DECEMBER 4, 2020

When you offer only one better touchpoint, all the other points look and feel even worse. 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. What is a Customer Experience Roadmap? They deserve it.

Roadmap 141

Roadmap Customer Experience Airlines How To 141

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. Businesses are eager to unlock insights that can help them adapt to change and reengage customers.

Data 59

Data Apparel Automotive Tourism 59

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

Oracle

FEBRUARY 28, 2020

Gaining information from your customers about what’s working, and what’s not, is invaluable. Yet, gleaning customer insight for your business can be difficult. There are many different touchpoints to allow your customers to share feedback. What is Customer Engagement Marketing?

Net Promoter Score 50

Net Promoter Score Effort Score NPS Survey 50

Currency Alliance

OCTOBER 12, 2021

Neither brand, however, has a mix of partners which allows me to earn points when not traveling, so in 2020 and most of 2021 with Covid-19 restricting my travel, I earned very few points. When we created this graphic in 2020, we predicated rent would be an unlikely spending category for loyalty marketing. Vueling is similar.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

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

Think Customers

JUNE 10, 2022

This article first appeared in the Customer Strategist. At the start of the COVID-19 pandemic, automotive sales tumbled in 2020 before surging demand and a global chip shortage sent prices skyrocketing in 2021. How did you take a customer insight from a sentiment analysis tool and act on it?

Automotive 52

Automotive Leadership Groups Touchpoint 52

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? How to manage and operationalize scale. . So, how did IntelliShift do it? Gainsight PX.

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Lumoa

AUGUST 3, 2021

How to transform the experience by looking at customer journeys 1. It’s the journey and not single touchpoints that matter Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which often creates misleading results. This inconsistent feedback can be confusing.

Customer Journeys 259

Customer Journeys Customer Experience Touchpoint Customers 259

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

delighted

NOVEMBER 12, 2019

A recent Walker eCommerce study reveals that by 2020, customer experience will emerge as a leading ecommerce brand differentiator. Digital storefronts can be easily built with, and around tools that collect customer insights and data, arming eCommerce brands with the information needed to better serve their customers.

Ecommerce 40

Ecommerce Retail Omni-Channel Effort Score 40

Kayako

SEPTEMBER 23, 2022

Forbes reports that more than 40% of respondents said their organizations could not aggregate and use customer data, despite the need for compelling customer insights. This blog post will discuss unified customer experience and tools you can use to achieve it for your business. April 30, 2020).

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

Qualtrics

FEBRUARY 1, 2019

Customer-centricity is simply looking at your products and services from the customer’s point of view. Companies that are truly customer-centric have a comprehensive toolset designed to manage and drive customer insight at every level of the organization. Get faster customer insights with Qualtrics.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

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. Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ijgolding

OCTOBER 25, 2018

With its somewhat limited, localised customer base, the restaurant can rely on the human element of remembering customer preferences and providing a personal touch to their service be it on the phone or in person. According to Walker , by 2020, customer experience will stand out as the key brand differentiator, even over price.

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Comm100

APRIL 6, 2020

This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. Here’s how: . Be where they are.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 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

GetFeedback

JANUARY 27, 2020

And customers are ready to open their wallets for great service — 86% of customers would be willing to pay more for a better experience. . That makes customer experience the leading factor driving revenue and retention, projected to eclipse price and brand as the key brand differentiator in 2020. Let’s take an example.

How To 221

How To Customer Journeys Feedback Survey 221

Qualtrics

SEPTEMBER 15, 2020

This is where you take customer insights from the digital channel - whether it's to fuel product innovation or focus on experience optimization - and move quickly to ensure that teams have access to these insights in as close to real-time as possible. Take your digital experience to the next level with our Digital CX toolkit.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

Totango

JUNE 12, 2020

As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must focus on their customers more than ever to remain competitive. . After you meet with the customer, you note the conversation.

Customer Centricity 62

Customer Centricity Customer Success Innovation Touchpoint 62

Currency Alliance

NOVEMBER 17, 2020

If 2020 has taught us anything it is that diversification (or luck from being in the right sector) can be a lifeline. It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. putting the customer at the center of your business model.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Answer Dash

APRIL 17, 2020

That’s why it’s wise to optimize every part of the customer journey and create an integrated, consistent omnichannel experience that’s based around your customer rather than the internal anatomy of your business. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Thunderhead

JULY 9, 2018

For a host of good reasons, Original Equipment Manufacturers (OEMs) and dealer networks often operate distinct marketing and CRM tools, unable to connect customer insight between themselves – or across their channels and touchpoints.

Automotive 63

Automotive Customer Experience How To Effort Score 63

Gainsight

JANUARY 20, 2021

Below, we’ll explore five ways you can be a better listener so your customers feel heard and how Gainsight CX can help you put these into practice. If we learned anything in 2020, we can plan all we want, but in the end, we need to listen to our customers to pivot and keep up with the times.

NPS 59

NPS Effort Score Survey Feedback 59