Vision Critical

Customer Experience as a Shared Service

Vision Critical

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

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.

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.

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

Vision Critical

We appear to have universal agreement that businesses must be customer-centric to build longevity and success. But with such alignment, why are media channels still filled with stories of horrible customer experiences and continued misuse of customer data?

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Guiding Principles of Customer Advocacy

Vision Critical

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.

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.

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 to Keep Members Engaged & Excited about Your Member Hub

Vision Critical

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 Customer Insights to Drive Revenue

Vision Critical

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

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Evolution of Customer Advocacy at VMware, Inc.

Vision Critical

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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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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How to Earn the Right to Ask for Ongoing Customer Feedback

Vision Critical

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

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

Vision Critical

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

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.

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

Vision Critical

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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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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A Single Customer Experience Prediction for 2019

Vision Critical

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

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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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.

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

Vision Critical

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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Twitter's Top 10 Tips for Member Engagement

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Twitter knows a thing or two about engagement.

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2019 Visionary Award Winners Exemplify Success through Customer Centricity

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We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

[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.

VSP Global Shares 6 Tips to Drive Customer-Centric Cultural Transformation

Vision Critical

In this automated, AI obsessed and data-driven world there is sweet irony that one of the biggest impediments to digital transformation, successful product launches, and exceptional customer experiences, are gut decisions and the opinions of the most senior person in the room. Best Practices

Lessons for Businesses from the First Big GDPR Fines

Vision Critical

When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What will enforcement look like?” With the first major fines issued in July to British Airways and Marriott International, we now have an answer.

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Agile Product Development: Validate & Iterate With Rapid Ongoing Insight

Vision Critical

Customer validation is a key part of agile product development. It helps you understand whether you have a product your customers will want to buy, as well as a roadmap to sell it. Innovation

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.

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

Vision Critical

The retail apocalypse may just have to wait.

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How National CineMedia (NCM) Engages Their Hard to Reach Audiences and Positions Itself as an Expert on Moviegoers

Vision Critical

More and more companies today have a strategic imperative to align around the customer. It’s becoming evident that getting to know your customers – and I mean really knowing them – can lead to better decision making and improved business outcomes.

How One Clothing Company Tests the Mechanics of Trust with “Radically Transparent” Pricing

Vision Critical

Is it true that customers still don’t trust the businesses they purchase from? According to the Mechanics of Trust report by Forrester, modern marketing practices promote consumer skepticism, not confidence.

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.

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.

How Haggar Overcame the Challenges of Wear Testing with Customer Insights

Vision Critical

Wear testing, also commonly referred to as a home usage test (HUT) or in-home user test (IHUT), is a method many consumer goods and retail brands use to get direct feedback on their products. The brands ship their products to select consumers to use in their homes.