CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Storyminers

NOVEMBER 17, 2016

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. bctt tweet=”Check out: The Top 100 Customer Experience Blogs You Need To Be Reading” username=”mikewittenstein”]. Thanks Chattermill!

Case Study 187

Case Study Comparison Analytics Study 187

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

FEBRUARY 7, 2024

Online courses in operations management, for example, draw on case studies from manufacturing to healthcare, providing a broad-based education that can adapt to numerous career paths. Through interactive simulations and case studies, you can apply what you’ve learned immediately to your job.

Case Study 52

Case Study Course Study Customer Satisfaction 52

Experience Investigators by 360Connext

OCTOBER 26, 2017

Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. and changes how their team measures customer experience. It’s great that your Customer Insights Team is privy to the reports.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Totango

FEBRUARY 14, 2020

How Customer Success and Marketing Can Work Together Effectively. When you align marketing with customer success, everyone wins. Marketing can use customer insights from the CS team to create campaigns that speak more directly to specific audiences. How can you ensure these two teams collaborate effectively?

Customer Success 98

Customer Success Marketing Case Study Study 98

Storyminers

NOVEMBER 17, 2016

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. bctt tweet=”Check out: The Top 100 Customer Experience Blogs You Need To Be Reading” username=”mikewittenstein”]. Thanks Chattermill!

Case Study 133

Case Study Comparison Analytics Study 133

NICE inContact

NOVEMBER 8, 2019

The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. When Sabre Travel introduced plain language guidelines to help customers install flight information system, annual calls to Sabre’s help desk dropped 70%, resulting in savings of more than $2.4

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

CX University

AUGUST 1, 2023

The employees of UBA were engaged in interactive online modules that covered various aspects of CX, such as understanding customer needs, effective communication, and problem-solving techniques. The program also included real-life case studies and simulations to provide practical experience.

Training 52

Training Company Case Study Banking 52

Storyminers

NOVEMBER 17, 2016

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. Check out: The Top 100 Customer Experience Blogs You Need To Be Reading Click To Tweet. Check out: The Top 100 Customer Experience Blogs You Need To Be Reading Click To Tweet.

Case Study 100

Case Study Comparison Analytics Study 100

Lumoa

DECEMBER 19, 2023

This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 208

Analysis Social Media Trends Feedback 208

Survicate

JANUARY 11, 2019

The post Find out how Agendor uncovered critical customer insights with NPS^® Surveys appeared first on Survicate. Using Survicate Website Surveys allowed Agendor to provide an easy-to-use, coherent way for users to give feedback. This, in turn, comes at great benefit to the entire company.

NPS 40

NPS Customer Insights Survey Roadmap 40

CX Journey

AUGUST 29, 2018

Gerry also has some typically frank and useful advice on metrics, including why NPS or CES are not enough; you need to think more carefully about metrics and customer insight. It helps so much that Gerry continues to see things through a customer lens and complain when things go wrong.

Case Study 86

Case Study Hotels Consulting Culture 86

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. Voice of the Customer Case Studies. The focus is on action.

Net Promoter Score 52

Net Promoter Score Analytics Case Study Customer Centricity 52

ChurnZero

DECEMBER 10, 2019

While the team had the ability to view aggregate customer data, it existed in a web of unorganized spreadsheets. Uncovering customer insights required time-intensive manual analysis. These insights provide timely notifications when health scores change or when important customers require a touchpoint. .

Case Study 75

Case Study Analysis Touchpoint Customer Insights 75

ClearAction

DECEMBER 11, 2018

(Note: this article focuses on Marketing’s understanding of customer journeys. Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. It provides vocabulary for consistent messaging to each of four core customer personas and to employees.”.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Maz Iqbal

OCTOBER 2, 2014

Filed under: Case Studies , Culture , Customer Experience , Customer Insight (inc VoC) , Customer Service , Management Tagged: customer experience , customer focus , customer obsession , customer service , customer-centric , Tesco.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Alida

DECEMBER 9, 2016

Customer journey mapping should always start with an understanding of who your customers are. Ask for customer feedback to help uncover the main goals, thoughts, feelings, expectations and opinions of your personas. Customer insight is especially important when certain personas expect varying levels of service.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Optimove

MARCH 10, 2022

As a customer-centric organization, Melita believes that all strategic planning needs to begin with customer insights. And by partnering with us, they now have easy access to their unified customer data, orchestrate multiple channels at once, and leverage AI to drive CRM Marketing at scale.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

customer sure

FEBRUARY 1, 2023

The firm has also reported improvements in staff sentiment/morale as a direct result of receiving motivating feedback and seeing improvements in customer satisfaction metrics. Thankfully, for our customers, we’ve been doing this for a while and have the knowledge to help make it a success for the organisations we work with.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”.

How To 150

How To ROI Policies Analysis 150

NobelBiz

APRIL 30, 2024

For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Forrester's Customer Insights

JULY 28, 2023

(No, this is not the opening line of a joke — that would be “Two customer marketers walk into a bar … ”) Top customer marketers focus on how customers attain value. They know that solid references, case studies, valid reviews, upsell/cross-sell opportunities, and expansion […]

Case Study 26

Case Study Study Marketing Customers 26

Forrester's Customer Insights

JULY 6, 2023

Forrester’s CX APAC 2023 was an incredibly successful event, sharing vast industry knowledge and experience across two days of keynotes, track sessions and case studies.

Case Study 26

Case Study Study Industry Customer Experience 26

SurveySparrow

JULY 4, 2023

Utilize surveys and feedback tools, like SurveySparrow , to gather customer insights and understand their preferences. Consideration In the consideration stage, customers evaluate different options and compare them. Incorporate social proof elements such as testimonials and case studies to build trust.

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

ShepHyken

DECEMBER 4, 2020

Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements. Customer Experience Roadmap Case Study. And it is well worth the effort – for you, your brand, and your customers. It takes time.

Roadmap 141

Roadmap Customer Experience Airlines How To 141

Forrester's Customer Insights

FEBRUARY 22, 2023

Over 100 analyst-led sessions, detailed case studies and success stories, and unparalleled networking opportunities are just a few of the things that B2B marketing, sales, and product leaders can expect at this year’s event.

B2B 26

B2B Case Study Study Sales 26

Forrester's Customer Insights

JUNE 11, 2021

Kubernetes is going mainstream—at least, that’s what we are told at the KubeCon conferences, Cloud Native Computing Foundation (CNCF) case studies and various vendor success stories. But those high-profile use cases are dominated by the cloud hyperscalers, software and SaaS providers, tech equipment makers, and telcos.

Case Study 44

Case Study Conference Banking Financial 44

Forrester's Customer Insights

NOVEMBER 28, 2019

Finding “Friendlies” My first suggestion was to look at the case study I did a few years ago on Seattle Children’s Hospital. […]. And, wanted to know how to build a community around data and analytics, particularly with a limited budget to hire.

Data 55

Data Case Study Hospitality Tips 55

Forrester's Customer Insights

JUNE 16, 2021

Since most TEIs involve multiple anonymous interviews, access to a TEI case study presents a rare chance for your customers: They can read about how other organizations — possibly even their competitors — dealt with the same problems they have and how they made use of your solution.

Case Study 39

Case Study How To Study Customers 39

Maz Iqbal

SEPTEMBER 18, 2014

And why it is that the standard-commonplace approaches (hard, soft, hard+soft) to organisational change and customer-centricity do not work. Like they did not work for InterLodge. Thanks for listening, I hope you got value out of the conversation.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Forrester's Customer Insights

JANUARY 19, 2023

Many adopt low-code platforms to build form-based web apps for broad use cases, but that’s just the beginning. Four case studies show how manufacturers in China leverage low-code platforms […]

Case Study 26

Case Study Study Data Management 26

Thematic

OCTOBER 19, 2022

In this case study, LinkedIn shares their approach to getting alignment. Understanding customer needs With customer-led growth, customer needs must be at the heart of product strategy. Keep in mind that customers might say one thing but do a different thing in the product.

Strategy 71

Strategy Banking Metrics Analysis 71

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback Survey Case Study Analytics 81

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Customer insights are only useful if they lead to action.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225