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.

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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

A Day in the Life of an Insight Community Manager

Vision Critical

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.

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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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

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

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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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Regence Gets a 360 View to Improve Member Experience

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The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families.

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

Vision Critical

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.

How VMware Partners with Customers to Design Products

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With an open dialogue with customers, companies can accelerate and de-risk product innovation by gathering insights at every step of the product development cycle.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

5 Key Takeaways from Forrester CX SF 2019

Vision Critical

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?

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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Not All Customer Data Are Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Vision Critical

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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.

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

Is Your Organization Insights Driven? Here’s How to Find Out

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Do you think your organization is customer driven? Here are some simple questions to ask yourself to find out: Customer Centricity

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Customer Data Shows the “What,” While Customer Insights Reveal the “Why”

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Big data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now. But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer Insights

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Product Managers: Your Current Sources of Data and Insight Are Failing You

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According to data from the McKinsey Global Institute , only one product idea out of seven will yield a successful product. Innovation

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DMPs, CRMs & CDPs. What Are They & Why Should You Care?

Vision Critical

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization.

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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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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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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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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The Evolution of Customer Advocacy at VMware, Inc.

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Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience.

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How to Earn the Right to Ask for Ongoing Customer Feedback

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“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we get asked.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

How to Keep Members Engaged & Excited about Your Member Hub

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Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community.

How to Use Consent to Build Trust with Your Customers

Vision Critical

As customer insights have become an integral tenet of business, it’s been ingrained in some that the data itself is the single most important currency of business. But like most dogma, that concept is fundamentally flawed.

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[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

View Infographic. The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric.

Data Privacy Isn't Just about GDPR Compliance

Vision Critical

Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25. Established to give Europeans more control over their personal data, the regulation has had a much more expansive reach due in part to the open nature of the Internet. Security, Trust & Transparency

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!