Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Beyond Philosophy

MAY 7, 2022

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The post Discovering Hidden Customer Insights in New Places is Critical for Future Success! Click here to join the other 35,000 subscribers. How can we help?

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Connect with Business Objectives: Align these feedback objectives with broader business goals. Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. How to Use AI in Customer Service.

Customer Insights 52

Customer Insights Self Service Contact Center Analysis 52

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The post How Customer Insights Are Shaping Tech for 2021 appeared first on Centercode. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief.

Customer Insights 98

Customer Insights ROI Data Consumers 98

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. It’s like having a treasure map that leads you to discover what truly delights your customers.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Human insight, analysis, and creativity remain indispensable.

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

CSM Magazine

OCTOBER 24, 2023

Unifier: Peckham The ‘Unifier’ , understanding the value of sharing customer insights across an organisation, was awarded to Peckham. This not only increased efficiency and productivity but also significantly reduced unnecessary transitions, creating a true omnipresent service delivery.

Connections 52

Connections Contact Center Analytics Innovation 52

Forrester's Customer Insights

SEPTEMBER 27, 2023

AI dominated Mark Zuckerberg’s opening keynote at Meta Connect today — mentioned within the first 10 seconds and dozens of times throughout. Absent was the term “metaverse,” which was referenced just a couple of times at best. There were no updates about Horizon Worlds. It’s not unexpected. Forrester predicted a metaverse winter for 2023.

Connections 54

Connections Customers 54

Forrester's Customer Insights

MARCH 7, 2024

All CMOs are under intense pressure to demonstrate the impact of marketing efforts on business outcomes. However, a cohesive marketing measurement strategy is often hindered by the complexity of data, the proliferation of touchpoints, and varying levels of marketing initiatives.

Measurement 57

Measurement Strategy Connections Touchpoint 57

Forrester's Customer Insights

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. Taking a step […].

Connections 116

Connections Customer Experience Brands Financial 116

Integrate.ai

OCTOBER 1, 2020

Working with this data can present a number of significant challenges, including data usability, privacy risks, and limited data insights. The post From Data to Signals: The evolution of customer insights appeared first on integrate.ai. Want to join Alpha and see how easy it is to work with Signals?

Customer Insights 52

Customer Insights Data Consumers Connections 52

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Forrester's Customer Insights

AUGUST 16, 2021

Of the many innovations we discuss, connected insurance may be the most polarizing. Connected insurance (CI) is nascent across most insurance lines. I speak often with clients about the role of technology in insurance.

Insurance 42

Insurance Connections Innovation Technology 42

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. You might be thinking, so what?

Analytics 493

Analytics Data Customer Experience Social Media 493

Forrester's Customer Insights

AUGUST 31, 2023

Find out how they’re all connected in this week’s Saying Goodbye to MQLs blog. Accounts, buying groups, opportunities, oh my!

Groups 57

Groups Connections B2B Sales 57

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings.

Customer Insights 52

Customer Insights Technology Connections Customers 52

SurveySparrow

APRIL 21, 2022

A real-time customer feedback tool can help dealerships understand what they need to change for achieving this. From closing the deal after a test drive to accessories, bodywork, and maintenance, smiley feedback terminals connect the customer experience from end to end. Get customer feedback on vehicles after test drives.

Customer Insights 52

Customer Insights Transportation How To Self Service 52

Wired and Dangerous

JANUARY 20, 2015

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. Recently John’s son Chad complained about the speed of their internet connection. That is how you connect with today’s wired and dangerous customer! And, the viral effect is enormous.

Connections 70

Connections Airlines Social Media Insurance 70

Integrate.ai

OCTOBER 1, 2020

Working with this data can present a number of significant challenges, including data usability, privacy risks, and limited data insights. Our algorithms identify consumer behaviour patterns in each data set, and construct models that can apply those patterns in the context of another company’s operations.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. And the voice of our businesses out to our customers.

How To 208

How To Self Service Banking Customer Satisfaction 208

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

Forrester's Customer Insights

OCTOBER 29, 2020

My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials.

Healthcare 43

Healthcare Connections Customers 43

Centercode

APRIL 29, 2021

Even with millions more devices, customers will expect those devices to play nicely with one another. Products will need to be more complex and connected than ever. And maintaining seamless connectivity and performance means development teams will have to keep releasing around the clock. Request a Platform Demo.

Connections 40

Connections Roadmap Feedback User Experience 40

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers.

Connections 50

Connections Customer Journeys Healthcare Banking 50

MyCustomer

APRIL 3, 2019

European Director of Customer Insights. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. Peter Dorrington.

Connections 52

Connections Customer Insights Consumers Industry 52

Comm100

APRIL 2, 2024

It involves teaching team members to genuinely understand and share the feelings of the customer. When service representatives approach customer interactions with empathy, they’re able to connect on a more personal level, transforming potential negative experiences into positive outcomes.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

Forrester's Customer Insights

OCTOBER 26, 2020

My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials.

Healthcare 38

Healthcare Connections Customers 38

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Forrester's Customer Insights

JUNE 16, 2020

Even as B2B buyers increase their reliance on digital activities, tools, and routes, they crave deep, human connections. In fact, I would argue that empathetic and highly tailored interactions are now more valued than ever.

Interaction 54

Interaction Connections B2B Report 54

Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 50

Banking Connections Innovation Course 50

Forrester's Customer Insights

JUNE 3, 2021

Creating connected, empowered, consumers in healthcare will address three major industry pain points: containing chronic care costs, keeping individuals healthy, and decreasing healthcare inequalities. Healthcare organizations must create cost friendly consumer engagement strategies to reap these benefits.

Connections 40

Connections Consumers Healthcare Industry 40

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 40

Customer Insights Customer Experience Strategy Marketing 40

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. You might be thinking, so what?

Analytics 295

Analytics Data Customer Experience Social Media 295

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40