TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Forrester's Customer Insights

DECEMBER 10, 2014

Since the early 1990s, many enterprises owned by national or local governments have been privatized, and many of those realized that they could make information technology their key competency. digital analytics. Customer Insights Digital Strategy digital analytics digital business digital intelligence'

Analytics 48

Analytics Brands Banking Government 48

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. What is Customer Intelligence?

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

Forrester's Customer Insights

SEPTEMBER 1, 2022

Even though I was born in a small town in the northern part of India, I have spent most of my life in the glorious city of Mumbai where I earned my degree in mechanical engineering. Dancing on the high beats of Bollywood music rejuvenates me! I moved to the United States […].

Data 49

Data Government Meeting Management 49

Lumoa

DECEMBER 7, 2022

When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. We are very pleased and excited about this.”

Customer Centricity 41

Customer Centricity Airlines Government NPS 41

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Forrester's Customer Insights

JUNE 14, 2018

First, enterprise information architects should consider general purpose text analytics platforms. These are capable of handling most if not all text analytics use […]. Luckily there are mature technologies out there that can help.

Analytics 38

Analytics Technology Data Government 38

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

North Highland

MAY 23, 2019

digitally-enabled and sustainable energy provisioning strategies, data visualizations, smart meters, microgrids, advanced analytics, product innovations, etc.), They are shifting their energies away from conventional channels and embracing a diverse array of mediums to fuel their desire for instant access and insight.

Analytics 64

Analytics Competitive Advantage Innovation Hospitality 64

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. Published on: March 07, 2018.

Survey 49

Survey Customer Success Return on Investment Social Media 49

Forrester's Customer Insights

MARCH 21, 2017

Low-friction and fast access to data are top priorities for data/analytics and marketing professionals in 2017. Here's the picture of priorities: It's a high or critical priority for 70% of marketing pros to increase their use of data and analytics for marketing measurement and customer insights - their fourth highest priority.

Tools 33

Tools Self Service Data Analytics 33

Forrester's Customer Insights

MARCH 22, 2017

Low-friction and fast access to data are top priorities for data/analytics and marketing professionals in 2017. Here's the picture of priorities: It's a high or critical priority for 70% of marketing pros to increase their use of data and analytics for marketing measurement and customer insights - their fourth highest priority.

Tools 32

Tools Self Service Data Analytics 32

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. This was a huge, time-consuming undertaking.

Feedback 81

Feedback Survey Case Study Analytics 81

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Company 40

Company Telecommunications Competitive Advantage Transportation 40

CX Journey

JULY 21, 2016

As I mentioned previously, this curation (or gathering and filtering) is crucial to have the right quality of evidence from data, analytics, research, marketing performance, and market/competitor intelligence. A useful method is to focus participants on the customer questions, challenges,and barriers elicited earlier.

Exercises 80

Exercises Customer Journeys Groups Analytics 80

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Certified Customer Experience CCXP Zertifikations -Programm.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. The CXPA has over 4,500 members and rapidly growing, representing 70 countries across the globe.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Clarabridge

MARCH 30, 2017

Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today. Rogers : Sure. This was a huge, time-consuming undertaking.

Survey 40

Survey Strategy Customer Experience Analytics 40

Forrester's Customer Insights

MAY 26, 2023

In India, competitive pressures and customer expectations are driving firms to provide personalized information, products, and services to customers and employees. Insights-driven companies stand a better chance to compete.

Analytics 26

Analytics Data User Experience Software 26

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success. All CEM programs are not the same.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights. But even worse – what if you lose all your customer data?

Wireless 58

Wireless Customer Experience Policies Loyalty 58

Forrester's Customer Insights

APRIL 2, 2020

Last week, the federal government announced the launch of its COVID-19 High Performance Computing Consortium, a unique public/private industry initiative to support researchers across the globe to harness and leverage supercomputers in the US. The White House spearheaded this move along with the US Department of Energy (DoE) and IBM.

Groups 41

Groups Government Industry Analysis 41

Forrester's Customer Insights

APRIL 5, 2021

After a brief hiatus, the Insights Beat blog series is back, where I will continue to feature and curate the latest research and thought leadership from our business insights, data, analytics and AI research team. It’s been a fast start to the year and there is so much amazing research that the team has published […].

Leadership 63

Leadership Analytics Data Government 63

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. This was a huge, time-consuming undertaking.

Feedback 40

Feedback Survey Case Study Analytics 40

Forrester's Customer Insights

MARCH 24, 2022

As the leaves start to grow again and the weather warms up, what better time than now to do some much-needed spring cleaning of your data and insights practices? In this edition of the Insights Beat, we dive into our Q1 research in data, analytics, and AI that highlights the best approach to get more […].

Data 36

Data Analytics Government Analysis 36

Forrester's Customer Insights

SEPTEMBER 20, 2018

From ongoing regulatory audits to hefty fines and a range of new privacy requirements, the GDPR is the most dramatic change in data protection and governance in the last 20 years. The General Data Protection Regulation (GDPR) entered into force at the end of May 2018, giving unprecedented powers to regulators. Some […].

Government 48

Government Data Customer Journeys Analytics 48

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Who is “the customer?” Responding to email.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Qualtrics

JANUARY 16, 2019

Market research conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. The experience can be invaluable to your organization as you understand what drives your customers. Deliver connected insights that drive impact in your organization. Date: May 16-19, 2019.

Conference 28

Conference Marketing Case Study Analytics 28

Qualtrics

FEBRUARY 6, 2019

Product-focused conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. The experience can be invaluable to your organization as you understand what drives your customers. Charles Wilson- Product Insights, New Balance. Mind the Product San Francisco.

Conference 33

Conference Management Innovation Roadmap 33

Forrester's Customer Insights

NOVEMBER 19, 2018

The dreaded data governance plan? I remember a few years ago when, as enterprise architects, we sat around in the office of the VP of architecture and planned our data strategy on the whiteboard. Replace that clunky warehouse with a modern appliance? Enterprise data model? Yup, but our discussion was about IBM’s […].

Data 50

Data Strategy Government Course 50

Forrester's Customer Insights

FEBRUARY 12, 2016

Whether it's the latest customer requirements, or how to improve operations, or to retain your best employees, or to price your products, the context in which you are doing business is increasingly dynamic. Data and analytics tools and the skills required to use them are changing faster than ever. Read more Categories: Insights.

Analytics 20

Analytics Government Data System 20