Vision Critical

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

10 Ways a Digital Insight Community Connects Brands & Customers During COVID-19

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Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times.

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What I’ve Learned as a Female Leader in SaaS

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Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

Customer Experience as a Shared Service

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Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

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Building Consumer Trust Is a Company-Wide Responsibility

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This has been an extraordinarily bright few months for our Vision Critical business.

How VMware, Stitch Fix, and Red Bull Effectively Leverage Customer Insights

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At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation.

Why User Research & User Testing Are So Important

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In today’s world, seamless user experience (UX) is fundamental to driving online conversions and maintaining customer loyalty. Product Innovation

A Day in the Life of an Insight Community Manager

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Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Top 10 Sparq Enhancements of 2019

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Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

Stakeholder Hubs: The Best Way to Share Insights with Stakeholders

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Recently, our Director of Professional Services, Lisa Ketola, shared some information about a #newMR webinar she attended about the best way to share insights with stakeholders.

Our Commitment to Employees and Customers During COVID-19

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As the world prepares for, and responds to, the Coronavirus (COVID-19) outbreak, we want to express our commitment to the health and safety of our people. The wellbeing of our employees, their families, and our global customers is of the highest priority

Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape

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It’s hard not to notice what’s going on in the world of data privacy these days.

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How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Why the retail apocalypse is really a renaissance, and what your company can do about it

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The retail apocalypse may just have to wait.

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How to Use Your Sparq Insight Community for Your Design Sprint

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Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities

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How Global Brands use Trust and Transparency to Unlock Valuable Customer Insights

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On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency

5 Key Takeaways from Forrester CX SF 2019

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We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Guiding Principles of Customer Advocacy

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As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative.

How to Be Customer-Centric in an Age Where Privacy Is Top of Mind

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In today’s day and age of GDPR and the California Consumer Privacy Act (CCPA) companies are facing a conundrum. How can we truly be customer-centric, driving our business based on our customers’ needs while respecting their privacy? The answer is simply consent data.

Uncovering the “why” delivers higher research ROI for CX leaders

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Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

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6 Ways Condé Nast Uses an Insight Community to Drive Value

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As more and more companies put customers at the heart of business decisions, insights and feedback from hard-to-reach customers become pivotal to success.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Is your brand customer first or do you just say that?

Vision Critical

We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first.

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Condé Nast’s 3 Steps to Building a Global Insight Engine

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“We were flying blind. We didn’t have consistent data, we didn’t know much about our global audience, and it was very difficult to make decisions. Now, with one centralized platform, we’re infusing our deep customer knowledge into business decisions in every market around the world.”.

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How to Use the Mechanics of Trust to Be a Competitive Disruptor

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Over the past decade, there has been a radical shift in the way that businesses connect to their customers. The vast amount of consumer information stored in customer insight data is key to creating a personalized customer experience.

3 Marketing Best Practices That Improve Customer Experience

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Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to Use Customer Insights to Drive Revenue

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In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center. Customer Centricity

Beyond the Ruling: Active Consent Is More Than a Checkbox

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“Check this box to consent.” “To To opt out, uncheck this box.”. Customer Insights Security, Trust & Transparency

A Single Customer Experience Prediction for 2019

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In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level.

7 Simple Ways to Get Repeatable, Consent-Based Feedback from Millennial Women

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Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

How Red Bull Embraced CCPA to Strengthen Customer Engagement

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As we rang in the new decade, January 1st brought the effective date of the California Consumer Privacy Act (CCPA). The law protects personal information and requires greater transparency from companies who collect the personal information of California residents. Security, Trust & Transparency