Uncover Measurable ROI with Insight Communities
Alida
NOVEMBER 21, 2023
Discover how customer insight communities help brands build stronger relationships, reduce risk, and deliver measurable ROI.
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Alida
NOVEMBER 21, 2023
Discover how customer insight communities help brands build stronger relationships, reduce risk, and deliver measurable ROI.
InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Here’s an overview of their Q&A: What Is the Customer Show? What Is the Purpose Behind the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game.
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Lumoa
NOVEMBER 29, 2021
Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.
McorpCX
JUNE 13, 2022
Validations from the Field: "Smart Customers" are radically changing the game for the businesses that wish to serve them. Our session focused on sharing a framework for generating customer insights that lead to better ROI. Our session focused on sharing a framework for generating customer insights that lead to better ROI.
GetFeedback
JULY 19, 2019
When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?
Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Give NPS and CSAT some context.
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
ClearAction
MAY 26, 2023
Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights.
Lumoa
JULY 10, 2018
Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.
CSM Magazine
APRIL 18, 2023
Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!
Forrester's Customer Insights
OCTOBER 20, 2023
In the ever-evolving marketing landscape, this method holds the key to smarter decision-making, better allocation of resources, and, ultimately, greater ROI. Our most recent report, Testing, Testing: Use Incrementality Tests To Lift Your Marketing ROI, has best practices to get started with building an incrementality testing […]
Centercode
JANUARY 8, 2021
Customer testing, by design, is a gateway to uncovering and acting on exactly that. And it’s different from user testing: it asks real customers how they’re using your product at home (rather than observes them) and gets to the heart of what could make it more indispensable for them.
InMoment XI
JANUARY 12, 2023
Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done. Letting Customers Tell Success Stories.
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.
Lumoa
SEPTEMBER 8, 2021
Customer Experience is evolving. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. Help your organization amaze and delight your customers by strengthening these skills.
ClearAction
JANUARY 8, 2024
Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).
Gainsight
MARCH 12, 2024
This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department.
ForeSee
SEPTEMBER 20, 2019
World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.
Experience Investigators by 360Connext
AUGUST 22, 2023
Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.
Lumoa
APRIL 21, 2022
Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Masses of current, contextual, insightful data.
Forrester's Customer Insights
JANUARY 28, 2021
Do the benefits of CX transformation outweigh the costs and result in a positive ROI? Our newly updated report “The ROI Of CX Transformation” helps you answer these questions. The report includes: New proof points about the benefits of investing in CX from our large-scale Customer Experience […].
Maru/HUB
MAY 14, 2018
Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. Well firstly, get into the mindset that business decisions should begin and end with the customer. What’s the financial impact of customer experience? .
Forrester's Customer Insights
FEBRUARY 26, 2020
I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.
Lumoa
NOVEMBER 10, 2021
The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design. What is Customer Experience Design?
Currency Alliance
JULY 16, 2020
Most marketing efforts produce conversion rates of less than 5%, signaling a crisis of communication with a make-or-break number of potential loyal customers. I propose there is a direct correlation between this miss and customer understanding. Some companies simply don’t want to share their customer data.
Forrester's Customer Insights
MARCH 27, 2024
If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.
Maru/HUB
MARCH 29, 2018
Companies feel that same heartbreak when clients or customers bring the relationship to an end. This is known as customer churn and it occurs when a customer or client stops doing business or ceases his or her relationship with a company. If your employees aren’t engaged, your customers won’t be.
Kerry Bodine
JUNE 3, 2021
If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. I make customer experience concepts simple. You’ll complete a real customer experience project. Here are 10! No rush, no stress!
Maru Group
NOVEMBER 2, 2018
Customer experience is vital as expectations of businesses rise. With consumers set to spend less on non-essential items, businesses need to offer a compelling offer to convince customers to part with their cash. It means that a brand’s customer experience has never been more important. Voice of the Customer.
Lumoa
APRIL 18, 2023
As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.
delighted
DECEMBER 10, 2019
ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results.
Lumoa
MAY 5, 2022
Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.
TechSee
DECEMBER 11, 2018
Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination.
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.
Kerry Bodine
MAY 14, 2018
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional.
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.
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?
Zeisler Consulting
SEPTEMBER 12, 2023
So excited, or desperate, or whatever, are they to discern what their Customers think about their brand, they pour all they’ve got into the function of Customer Insights. But here’s the big question: What are they doing with those insights? There’s a lot of hullaballoo about “the ROI of CX.” Well, good for them.
CX University
OCTOBER 12, 2021
PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. Download the CXU Online Course Guide to review more details: Download here.
Experience Investigators by 360Connext
JANUARY 28, 2020
Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. This means you don’t have enough actionable data to improve your Customer Experience (CX).
Eptica
APRIL 11, 2018
Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018. Why am I suffering increased churn?
Blueshift
MARCH 29, 2023
AI also takes the guesswork out of daily tasks, enhances personalization, predicts customer behavior, increases efficiency, makes data-driven decisions, gains valuable customer insights, improves campaign performance, and more. Better customer experiences. The result?
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.
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