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How to Use Customer Insight to Drive Business Growth

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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.

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 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.

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.

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.

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.

How to Use Consent to Build Trust with Your Customers

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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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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

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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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

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.

Twitter's Top 10 Tips for Member Engagement

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Twitter knows a thing or two about engagement.

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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.

Data Privacy Isn't Just about GDPR Compliance

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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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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

3 Principles Underpinning Refinery29's Best-in-Class Insight Program

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With a global audience in excess of 249 million, Refinery29 is largely regarded as the preeminent authority on young women. A business that started as a creative-focused city guide now influences everything from Sunday brunch to big business.

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

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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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How Manulife Is Improving Customer Experience from the Outside-In

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Established in 1980, Manulife Singapore provides insurance, retirement, and wealth management solutions to meet the financial needs of customers across various stages of their lives. Their mission is: Decisions made easier. Lives made better. Customer Experience

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.

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

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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.

Agile Product Development: Validate & Iterate With Rapid Ongoing Insight

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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

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.

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

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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.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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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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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Long-term care needed: The cure to health care’s patient experience problem

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This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. .

Creating buzz to boost engagement: A Q&A with BuzzFeed’s Ashmeed Ali on getting more out of Member Hubs

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Pioneers of audience engagement, BuzzFeed is a business that never waits for change: they create it. For BuzzFeed, finding emotional connections to the content they create and share is?fundamental?to fundamental?to to their success.

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.

13 stunning stats on the growing CX leadership gap

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Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

11 common customer journey mapping mistakes to avoid

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In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled.

Delivering actionable CX insights to the business: A Q&A with CX Journey’s Annette Franz

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More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business.

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Bridging the Gap between Personalization and Privacy

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With endless concerns surrounding data privacy and safety, companies today are faced with a new dilemma surrounding experience personalization. While customers might expect their data to be collected and used to enhance their experiences, they don’t want to be spied on in order for it to be obtained.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

How business leaders in retail plan to improve CX

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Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail.

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