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.

The Value of CX: Why We Need To Start Talking About NPS Again

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

NPS 182

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A Statement from our CEO, Ross Wainwright

Vision Critical

The events of the past week have been difficult to process and put into words.

188
188

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Vision Critical

CXM

The Value of CX (Part 2): Advancing the Maturity of CX

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 137

The secrets of Gymshark’s customer-centred success

Vision Critical

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical. Retail

How Virgin Money UK Listens & Responds to Changing Customer Needs

Vision Critical

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

Spring ’20 Release Extends Reach & Engagement with Launch of Touchpoint and More

Vision Critical

Today marks the second product release of 2020 for Vision Critical.

Best Practices for Financial Services Surveys during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

Did You Hear That? The Importance of Listening during Uncertain Times

Vision Critical

We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees.

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

Vision Critical

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.

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.

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.

Giving Employers a Pulse on Employee Needs During COVID-19

Vision Critical

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days. Employee Engagement

Survey 173

Sparq® Winter '20 Further Enables Brands to Excel in Customer Trust

Vision Critical

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization.

Brands 186

What I’ve Learned as a Female Leader in SaaS

Vision Critical

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.

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

Vision Critical

Best Practices for Survey Activities during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

Survey 144

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.

Retail 268

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

Vision Critical

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.

Could California Become an EU Data Privacy Darling?

Vision Critical

The California Consumer Privacy Act (CCPA) has been in force since January 1. I’ve written previously addressing questions about compliance and how many companies differ on how they classify themselves in regards to being sellers of data. Even major tech companies interpret the law differently.

Data 130

Building Consumer Trust Is a Company-Wide Responsibility

Vision Critical

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

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.

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.

ROI 277

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.

The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment

Vision Critical

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report.

Study 130

The Top 10 Sparq Enhancements of 2019

Vision Critical

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

How to Use Your Sparq Insight Community for Your Design Sprint

Vision Critical

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

How To 190

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

Vision Critical

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

Brands 184

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

Vision Critical

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

How Canadian Tire and Salomon Achieve CX Success through Data Integration

Vision Critical

According to a recent Forrester report , “consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes.”. Customer Experience

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

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.

Brands 234

Stakeholder Hubs: The Best Way to Share Insights with Stakeholders

Vision Critical

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.

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.

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

Vision Critical

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.

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.

3 Marketing Best Practices That Improve Customer Experience

Vision Critical

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.

How VMware Partners with Customers to Design Products

Vision Critical

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.

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?