Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 55

Data Leadership Company Culture 55

Maz Iqbal

SEPTEMBER 18, 2014

Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers. Changing interaction patterns among functions is much more powerful than creating a dedicated customer-centricity function.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

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

Education Services Group

MAY 23, 2022

Harvard Business Review explains the issues that can arise when the two roles are confused: “[CSMs] straddle the gap between service and sales, between company interest and customer interest, and between product expertise and customer insight. 5 things to remember for your customers. Change is hard (in a different way).

Customer Success 52

Customer Success Sales Guidelines Customer Satisfaction 52

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Working closely with the Sales & Onboarding teams to ensure a smooth customer journey. Implementing customer change programmes.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

C3Centricity

NOVEMBER 20, 2017

How are your customers changing? After identifying which category users are the most attracted to your offer, you also need to consider how this sub-group is changing. Is it increasing or decreasing in size, and how and why is it changing. .

How To 168

How To Insurance Groups Consumers 168

Wired and Dangerous

NOVEMBER 9, 2015

Done correctly it can help everyone in an organization remember that, in the words of Peter Drucker, “The purpose of an organization is to create and retain a customer.” Customer’s shoes remind leaders to consider the impact of their decisions on customers. But customers change at light speed today!

Conference 70

Conference Customer Expectations Customer Change Customer Experience 70

Customer Alignment

OCTOBER 2, 2017

Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers. Customer Experience issues are highly visible outside of the organisation.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Forrester's Customer Insights

OCTOBER 4, 2022

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

Report 48

Report Company Customer Change Measurement 48

Forrester's Customer Insights

MAY 3, 2022

Let’s Compare Agile And ITSM Thinking We all know that pushing every change – no matter how big or how small – through a change management process is not only bureaucratic but also introduces delays that most development teams can neither afford nor tolerate.

Comparison 48

Comparison Management Customer Change Technology 48

Forrester's Customer Insights

APRIL 20, 2020

New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.

How To 72

How To Management Customer Change Employee Experience 72

Forrester's Customer Insights

SEPTEMBER 28, 2021

Co-creation is the service design principle that transforms successful CX initiatives into game changers for organizations.

Customer Change 49

Customer Change Management Customer Experience Customers 49

Forrester's Customer Insights

FEBRUARY 1, 2023

Forrester has evaluated 50 European metropolitan regions to help business and technology leaders plug their digital skill gaps.

Technology 26

Technology Customer Change Employee Experience Innovation 26

Forrester's Customer Insights

NOVEMBER 26, 2020

There’s a saying that “culture is what people do when no one’s looking.” Bosch is internalizing this observation as it transforms into a digital business; the company’s culture directly impacts the way it works and innovates.

Culture 37

Culture Innovation Technology Management 37

Forrester's Customer Insights

AUGUST 23, 2022

Selecting, launching, and sustaining a new B2B sales methodology can be an overwhelming project for sales enablement teams.

Sales 26

Sales B2B Customer Change Customer Centricity 26

Forrester's Customer Insights

MARCH 17, 2020

Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 37

Strategy Financial Customer Change Healthcare 37

Forrester's Customer Insights

DECEMBER 20, 2019

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.

Culture 39

Culture Management Customer Change Employee Experience 39

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26

Forrester's Customer Insights

MARCH 17, 2020

EHRs have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 26

Strategy Financial Customer Change Healthcare 26

Alida

MAY 27, 2021

Customer relationships are more complicated and more important than ever as businesses interact with customers across a wide variety of physical and digital touchpoints.

Infographics 162

Infographics Touchpoint Customer relationships Customer Experience Management 162

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Employees and How to Take On the New CX World. Gabe Larsen: (03:52).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

ChurnZero

MAY 13, 2022

As your team changes, as your customers change, as your product changes, you have to adapt to that. What looked like success for a ChurnZero customer three years ago, would be a horrifically unhealthy customer now. Expand your product feedback pool beyond customers. “At Refine operations as you go.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

Qualtrics

FEBRUARY 21, 2020

It then shares these maps with stakeholders responsible for creating these experiences, like designers, so they understand in delivering By sharing customers’ changing emotional states as they move through the app, the bank ensures that its designers are deliberately creating positive, engaging experiences.

Banking 36

Banking Industry Customer Experience Customer Journeys 36

Pointillist

JUNE 7, 2021

“ Jim Tencher Founder and CEO Heart of the Customer. Legacy tools and technology are an obstacle to digital transformation, making it challenging to respond to customers’ changing needs and expectations. times more likely to be very or extremely satisfied with their ability to quickly generate customer insights and 3.5

Measurement 71

Measurement Survey Customer Journeys Management 71

SurveySparrow

DECEMBER 22, 2019

With such information at your fingertips, you can easily build your product to your strengths when you know exactly what your customers want. You might be a doyen in your industry, but at no stage would be theoretical data be more important than customer insights that you get. Change them into your brand advocates.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Qualtrics

JULY 7, 2020

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal.” It's no problem too, to accommodate that customer change other behavior change.

Customer Experience 26

Customer Experience Survey Customers Feedback 26