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.

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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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 232

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

Vision Critical

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

11 common customer journey mapping mistakes to avoid

Vision Critical

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

Vision Critical

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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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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Get your CX transformation right the first time

Vision Critical

The state of customer experience (CX) is languishing because companies are making seven critical CX transformation mistakes.

12 takeaways from the 2018 Customer Intelligence Summit

Vision Critical

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C.

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

Vision Critical

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. .

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

13 stunning stats on the growing CX leadership gap

Vision Critical

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.”

How business leaders in retail plan to improve CX

Vision Critical

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.

Retail 207

How the voice of the customer can future-proof your business

Vision Critical

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

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For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

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The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Want more respect and budget for your team? Follow these tips from Audible’s head of UX

Vision Critical

In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. But companies that are more customer centric have a different view of UX.

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Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day.

Report 285

How Cadillac drives customer centricity in the luxury market

Vision Critical

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac.

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

ROI 276

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Vision Critical

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

How 4 industry-leading Canadian brands use insight to improve CX

Vision Critical

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments.

Common customer experience strategy mistakes—and how to avoid them

Vision Critical

Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Why a startup mentality may not help big brands

Vision Critical

Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands.

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Millennials are reshaping how the health care industry does business

Vision Critical

“Young people need to be asked what matters, not told what matters.”. Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers.

13 stunning stats on the ROI and growth of online communities

Vision Critical

Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success.

ROI 259

Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

Online communities are now an important tool in gaining ongoing customer feedback and insight.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Creating a better in-store experience: 5 tips from Retail Prophet Founder Doug Stephens

Vision Critical

More than 8,300 retail stores are expected to close all over North America in the next 12 months. And yet, according to Doug Stephens , founder of the consultancy Retail Prophet, brick-and-mortar stores still have an important role in business today.

Retail 207

Nike versus Adidas: Who will win the digital transformation race in apparel retail?

Vision Critical

Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game.

Blockchain, the Internet of Things and other top tech trends for 2018

Vision Critical

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? This time of the year invites tech predictions from analysts, futurists and advisory firms.

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5 things we learned developing customer personas

Vision Critical

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers.

10 mindsets for change from Australia’s chief customer officers and experience leaders

Vision Critical

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX).

Closing the insight-driven competency gap

Vision Critical

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.