Forrester's Customer Insights

FEBRUARY 3, 2022

Last week, the Business Roundtable (an influential group of CEOs of major US companies) published a Roadmap for Responsible Artificial Intelligence.

Roadmap 48

Roadmap Groups Consumers Marketing 48

Alida

NOVEMBER 5, 2021

At Mulesoft , the UX Research team knew that direct interaction with users was critical to de-risk product decisions and provide input to successfully roadmap development. That said, sourcing users with the right technical experience who were willing to participate in product research was difficult and time-consuming.

Roadmap 246

Roadmap User Experience Consumers Interaction 246

InMoment XI

MAY 18, 2023

The New Vehicle Customer Study, eNVy Awards, recognize 2022 model year vehicles consumer rated on comfort, quality, performance, safety, and ownership cost.The study data is used by global automotive companies and automotive suppliers. Clair , our syndicated research lead.

Study 260

Study Automotive Sports Roadmap 260

CSM Magazine

SEPTEMBER 14, 2023

The good news for Retail/e-Commerce brands is that 62% of their customers think their customer care needs and expectations are generally being met, versus 35% of consumers across all industries. email, chat, live, social, etc.)

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. In short, it’ll make your life way easier.

Roadmap 75

Roadmap Analytics Analysis CRM 75

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 177

Contact Center Chatbots Roadmap Consumers 177

ShepHyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. So getting a competitive edge on what your consumers prefer can be extremely beneficial for your business. . More consumers want text messages from brands. Consumers are also on their smartphones now more than ever.

Consumers 67

Consumers Trends Social Media Abandon Rate 67

Bold360

APRIL 6, 2021

Pre-COVID, all this complexity made it time-consuming to develop projects impacting CX. At a time of global crisis, rather than fully complying with complex, time-consuming internal procedures these enterprises began prioritizing going live. That’s far removed from the five-year roadmap approach.”. Quick Wins Add Up.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Lumoa

JANUARY 27, 2023

Most consumers consider the customer experience crucial when purchasing, but only half of them feel that organizations are doing a good job. Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Qualtrics

OCTOBER 13, 2021

The high levels at which consumers and employees are willing to try new brands, switch products and even change jobs are both one of the greatest challenges and opportunities facing businesses and governments today. Your roadmap to game-changing research.

Roadmap 26

Roadmap Competitive Advantage Government Study 26

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

JULY 13, 2022

Create the experience consumers expect by prioritizing improvements, drawn from their direct feedback. Feed this data back into your product roadmap and to your sales team. One such example might be providing access to your product roadmap as part of an advisory council. Changing this can instantly boost results.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Uniphore

NOVEMBER 18, 2021

Distinct advantages emotion AI can bring to the table include: Enhanced consumer understanding:?Brands and how that affects consumer behavior.? Improve product roadmaps:?Information Information provided by emotion AI can guide organizations in creating product roadmaps better suited to customers’ expectations.

Roadmap 162

Roadmap Call Center Policies Brands 162

Centercode

NOVEMBER 20, 2019

Thanksgiving marks the biggest shopping weekend of the year, and if the trend continues, Cyber Monday will shatter retail records again as more and more consumers shop from the comfort of home. And with retailers continuing to offer massive discounts, you can bet your bottom dollar that consumers will be spending millions on technology.

Consumers 56

Consumers eBook Roadmap Retail 56

Zonka Feedback

AUGUST 4, 2022

Mostly, however, it will be consumer demand and behavior that will influence the product management roadmap of a company and entice business leaders to either change their approach or stick with what works. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors.

Trends 98

Trends Management Roadmap Sales 98

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. Leveraging apps to collect consumer data and feedback in real time.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Confirmit

MAY 16, 2019

Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. Both pure digital and merged digital/physical interactions provide new opportunities to gain deeper insight into the mind of the consumer. Leveraging apps to collect consumer data and feedback in real time.

Consumers 40

Consumers Hospitality Roadmap Travel 40

West Monroe

JANUARY 29, 2024

Step 4: Build out a PVNO strategy and roadmap Laying out a clear and comprehensive roadmap for PVNO ensures alignment with broader utility strategic, operational, and financial goals. A TCO evaluation compares the cost of implementing and maintaining a PVNO system against the current state FAN and allows for quantitative evaluation.

Connections 52

Connections Roadmap Wireless Financial 52

Forrester's Customer Insights

JUNE 22, 2023

But consumers have more power to be selective about who they share data with and when, and have become wary […] Marketers want to capture as much zero- and first-party data as possible, whether that’s email addresses, marketing opt-ins and other consent, or more granular data about who a customer is and what they’re interested in.

Roadmap 26

Roadmap Data Consumers Marketing 26

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap.

Data 52

Data Roadmap CRM Technology 52

CSM Magazine

JANUARY 24, 2023

Driving success for their product starts by ensuring that they fully understand customer needs and ensuring that they take continuous feedback from customers for their roadmaps. Tapping into this feedback gives product managers insights into what is working well and what is not and where they need to focus on their roadmap.

Management 52

Management Roadmap Feedback Customer Centricity 52

NetBase

MAY 8, 2019

But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are. Understanding Consumer Behavior. Your brand is amazing, no doubt, but your potential consumer base is certainly a subset of “everyone.”. Why Shareholders Love Him.

Consumers 49

Consumers Analytics Case Study Retail 49

Service Untitled

JULY 16, 2012

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset. Bottomline: The book is a good read and is aimed towards retail and consumer service providers.

Roadmap 46

Roadmap Customer Centricity Social Media Knowledge Base 46

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And obviously, the last couple of months, as myself and my leadership have had to recast that vision. We had our 2020 plans. How can I add value with the skill sets that I have?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Without a clear roadmap and strategy for AI implementation, contact centers run the risk of failing to realize the full potential of what AI can deliver. Probably not for some, but it does hold promise!

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Maru Group

APRIL 17, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? However, to do so effectively, it is critical to capture ‘why’ consumers choose your brand. What do consumers, in a fast, implicit, and associative manner, believe the brand functionally or rationally delivers?

Measurement 74

Measurement Exercises Roadmap Consumers 74

Martin Hill-Wilson

JANUARY 29, 2016

In a mobile first, cloud delivered set of service workflows that can become contextually smarter as the flow of data between consumer and brand increases, there still needs to be an anchor experience for the user. Some remains on the roadmap. The post Got These On Your 2016-2019 Service Roadmap? Some of that is 2016 capability.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

COPC

JANUARY 9, 2024

This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

C3Centricity

NOVEMBER 4, 2019

Consumers no longer appreciated being interrupted in their daily lives, if they ever did! Luckily a few other consumer goods companies realised that to satisfy the consumer they had to do things differently. That’s why consumers now often have a portfolio of brands from which they choose in many categories.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

NICE inContact

AUGUST 22, 2017

Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. It looks like businesses are adding more channels, but satisfaction among millennials is still lower than the overall population based on our most recent consumer research. Keep frustration low and contentment high.

Contact Center 140

Contact Center Social Media Roadmap Customer Satisfaction 140

Centercode

SEPTEMBER 1, 2020

As a producer of consumer electronics, Caavo was acutely aware of how much integration mattered. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. Its high-end universal remotes had to communicate seamlessly with thousands of products to succeed on the market.

ROI 98

ROI Case Study Roadmap Study 98

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Are you there ROI? Available On-demand.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

NICE inContact

AUGUST 22, 2017

Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. It looks like businesses are adding more channels, but satisfaction among millennials is still lower than the overall population based on our most recent consumer research. Keep frustration low and contentment high.

Contact Center 120

Contact Center Social Media Roadmap Customer Satisfaction 120