Forrester's Customer Insights

MAY 29, 2019

Forrester defines RegTech as the technology-enabled transformation of the […]. Since joining Forrester a month ago as an analyst on the Security and Risk team, one of the buzzwords I’m hearing most is RegTech. RegTech isn’t just hype.

Competitive Advantage 43

Competitive Advantage Technology Marketing Customers 43

Alida

SEPTEMBER 6, 2018

These stats all suggest that there’s massive opportunity in the retail industry right now, but it’s still a competitive landscape with disruptors lurking at every turn. To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte.

Retail 243

Retail Company e-support Competitive Advantage 243

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option.

Customer Experience 52

Customer Experience Competitive Advantage Customer Journeys Conference 52

Lumoa

NOVEMBER 10, 2021

As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

NICE inContact

NOVEMBER 26, 2018

Clearly the pendulum had swung too far in one direction and a total focus on cost reduction led to some notable hiccups in customer satisfaction and retention for early adopters. Cost reduction : outsourced contact centers to BPOs are able to spread fixed costs like facilities, technology and training across multiple clients.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

CSM Magazine

JULY 28, 2023

The commercial landscape of today is fast-paced and ever-evolving, and businesses are continuously searching for new ways to gain a competitive advantage over their rivals.

Customer Experience 52

Customer Experience Competitive Advantage Customers Measurement 52

Alida

APRIL 4, 2017

Here are three strategies retailers can pursue to reorient around the customer and regain wallet share from e-tailers and other new competitors in the retail business. Invest in the right technology. Understand customer habits. To fully engage their customers, some retailers now use a mix of in-person and digital experiences.

Retail 191

Retail Innovation Strategy Omni-Channel 191

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Customer experience is NOT a tool or technology or feedback system. If you have customers, they are having an experience. There is nothing formal about this.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Thematic

FEBRUARY 19, 2024

Customers who double up as brand advocates by generating positive word-of-mouth can lead to new business opportunities without the corresponding marketing expenses. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Customers who double up as brand advocates by generating positive word-of-mouth can lead to new business opportunities without the corresponding marketing expenses. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

SurveySparrow

JUNE 28, 2023

Personalized Customer Experience: A Competitive Advantage In today’s era of abundant choices, personalization offers businesses a crucial competitive advantage. Also, using technology and data analytics, businesses can gain customer insights, enabling personalized solutions.

Industry 52

Industry Tips Customer Experience Healthcare 52

Forrester's Customer Insights

AUGUST 7, 2023

It is no exaggeration to say that generative AI (genAI) is everywhere these days, or that every function inside firms is scrambling to understand their company’s AI policies to avoid being out of compliance; to test the new technology to understand if it offers any competitive advantage; and to meet with agency and vendor partners […]

Competitive Advantage 26

Competitive Advantage Innovation B2B Marketing 26

ChurnZero

JUNE 14, 2023

If your team is still working from spreadsheets and piecemealing their operations, 2023 could be the year to equip them with more effective technology. Train them to use platform analytics so they can spot customers at risk of churning. When choosing your platform, think beyond your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 99

Customer Experience Self Service Advertising Customer Expectations 99

QuestionPro Audience

MAY 22, 2019

Our sample services cover wide varieties of industries such as information technology, online shopping, e-commerce, start-up online businesses, and cross-border consultancy businesses. Here are the advantages of partnering with QuestionPro to cater to all your B2B panel needs. Produces customer insights & lists.

B2B 170

B2B Tips Survey Competitive Advantage 170

Magellan Solutions

JULY 11, 2023

Outsourcing allows SMEs to access experts in delivering excellent customer experiences. This flexibility enables SMEs to provide reliable support, boosting customer satisfaction and loyalty. Access to Advanced Technology and Specialized Expertise Outsourcing lets SMEs access experts who can provide outstanding customer service.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

CX University

AUGUST 1, 2023

Developing an in-house training program can be a resource-intensive endeavor, requiring substantial investments in content creation, instructional design, learning management systems, and technology infrastructure. I highly recommend it.

Training 52

Training Company Case Study Banking 52

Helpt

FEBRUARY 14, 2024

Strategic Advantage : Companies employing DDDM have a competitive edge. Customer Insights : DDDM enables businesses to understand their customers better, tailoring services and products to meet evolving needs and preferences. Market Position : Assess shifts in market share or competitive positioning.

Data 52

Data Analytics Social Media Analysis 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

SEPTEMBER 1, 2022

Here are six ways companies can build and improve the customer experience without a massive reorganization. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

SurveySparrow

JULY 27, 2023

Well, it’s all about leveraging the power of digital technologies and channels to enhance customer interactions, streamline processes, and create personalized experiences throughout the entire customer journey. By doing so, businesses can boost customer satisfaction, inspire loyalty, and stand out from the competition.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Forrester's Customer Insights

JULY 5, 2021

The goal of innovation consulting is to boost competitive advantage, drive greater differentiation, improve operational efficiencies, create great customer experiences, and streamline innovation project management.

Consulting 47

Consulting Innovation Competitive Advantage Management 47

SurveySensum

AUGUST 1, 2023

According to the Brand Keys Customer Loyalty Engagement Index , a 7% increase in customer loyalty can result in a significant increase of up to 85% in the money customers spend over their lifetime. Changing Customer Behavior: Customer behavior has evolved rapidly, especially with the increasing adoption of technology.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

NobelBiz

JULY 10, 2023

Discover the game-changing capabilities of AI in lead generation and learn how your contact center can stay ahead of the curve by embracing this transformative technology to drive growth, improve efficiency, and deliver exceptional customer experiences. Let’s see how. These factors contribute to a higher return on investment (ROI).

Contact Center 40

Contact Center Call Center Industry Chatbots 40

Forrester's Customer Insights

NOVEMBER 5, 2018

They shifted ad budgets (under siege thanks to trust and transparency issues) to even more technology and CX initiatives. Bad news: The competitive advantage these experiences […]. Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand.

Brands 43

Brands Competitive Advantage Technology Customer Experience 43

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.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Alida

APRIL 11, 2017

Deep customer insight will help dealerships optimize their service levels and pricing. These underlying trust issues, however, can be resolved by listening to customers, making them feel heard and responding to their needs. New technology offers the necessary tools to make this possible in a scalable and cost effective way.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

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

North Highland

MAY 23, 2019

Electricity is the driving force behind the intricate tapestry of our lives – it ignites a powerful spark that illuminates our homes, workplaces, schools, hospitals, and smart technologies — dramatically influencing the way we live, work, play, and connect. It was not designed to meet the demands of our digitally-driven world.

Analytics 64

Analytics Competitive Advantage Innovation Hospitality 64

Forrester's Customer Insights

MAY 1, 2019

Everyone wants to dominate their market and is searching for the competitive advantage that helps them do it. Clients never tell us their business wants to be an also-ran. The drive for leadership is why growth, year after year, is the top business priority — it’s a surrogate for leadership or at least the path […].

Competitive Advantage 54

Competitive Advantage Leadership Marketing Innovation 54

Forrester's Customer Insights

JUNE 15, 2020

These conditions will make it extremely difficult for most firms to sustain their competitive advantages over the span of many years. We can agree, however, that the pace of change will remain significantly high, and so will the level of uncertainty. That’s why firms need to embrace an adaptive […].

Competitive Advantage 40

Competitive Advantage Strategy Technology Customers 40

Bob Hayes

DECEMBER 17, 2017

These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using these three skills. Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, #statistics.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

LoyaltyPlus

AUGUST 4, 2017

Bridging the gap between Marketing and Sales, CRMPlus creates a sophisticated understanding of customer behaviour and needs by leveraging all your customer touch points. By harnessing this technology to tailor your CRM programme, customer churn is reduced and the lifetime value of your most profitable customers is extended.

Customer relationships 40

Customer relationships Engagement CRM Social Media 40