CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. NPS provides useful comparative data across industries.

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Experience Investigators by 360Connext

JUNE 13, 2023

It’s the lowest it’s been in decades, according to a 2022 study. There are pros to including CX in marketing, including teams who understand and utilize customer feedback, behavioral analytics, and market research. The role of the Chief Marketing Officer is a tough road these days. The average tenure is just a smidge over three years.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial 26

Financial Brands Insurance Banking 26

Forrester's Customer Insights

SEPTEMBER 29, 2022

Collecting data without infringing on consumers’ privacy and ultimately sacrificing their loyalty and trust is a new marketing imperative. Marketers must avoid regulatory fines and reputational damages and lead the conversation on consumer privacy. Data deprecation, new privacy laws, and the cookiepocalypse are coming.

Consumers 26

Consumers Loyalty Marketing Data 26

Forrester's Customer Insights

SEPTEMBER 19, 2023

Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]

Financial 56

Financial Banking Measurement Brands 56

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21