Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

Analytics 256

Analytics Report Analysis Study 256

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

208

208

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. I like to be like the newspaper reporter who continually asks ‘why.” I have to put on my best poker face (which I do not have!)

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. Chat analytics is the process of finding useful data points in chat conversations and support tickets. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

InMoment XI

JULY 13, 2023

The poll and the subsequent discussion revealed the significant industry-wide adoption of integrating diverse data sources (other than traditional surveys) into Marketing Intelligence (MI), with the third poll showing that 81% had integrated different data sources into their reporting.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Lumoa

JUNE 23, 2021

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.

Data 208

Data Survey Feedback NPS 208

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Forrester's Customer Insights

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights.

Culture 60

Culture Data Competitive Advantage Survey 60

Customer Bliss

JUNE 1, 2017

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. Real-time data is a problem for customer experience. What can we learn?

Data 177

Data Technology Leadership Consulting 177

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. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Tips Automotive 260

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Centercode

JANUARY 8, 2021

Protecting Data and Ensuring Privacy. And they go hand in hand with demands for more data privacy: consumers want more control over their data and to make sure that data is protected. See their ROI for yourself in this report. The post How Customer Insights Are Shaping Tech for 2021 appeared first on Centercode.

Customer Insights 98

Customer Insights ROI Data Consumers 98

Retently

JANUARY 13, 2019

There are various aspects of the NPS data that will help you collect in-depth customer insights which are usually easy to miss, but nevertheless, crucial for an effective NPS campaign. The only issue with that is that it can be difficult to interpret the data – especially if you’ve never done it before.

NPS 80

NPS Analysis Report Net Promoter Score 80

Think Customers

JULY 5, 2023

According to 2023 Omdia research: 62% of companies can’t engage across channels in a personalized way 55% can’t predict customer needs 42% are challenged with using data to obtain customer insights Generative AI is changing this landscape, D’Antonio said, by enabling personalized responses, content, and product decisions.

Report 52

Report Conference Contact Center Omni-Channel 52

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Oracle

OCTOBER 15, 2018

If you can tap into this type of data, you can adapt your experiences accordingly to make sure you’re catering for mindsets as well as what your customers actually want. Step 1: Set up a cross-functional data team. First, create a team of data scientists who understand both data and business.

Data 190

Data Analytics Touchpoint Consumers 190

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

Experience Matters

JUNE 4, 2018

Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

Report 185

Report Study Industry Interaction 185

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. We Read More.

Report 150

Report Groups Survey Customers 150

Experience Matters

JUNE 13, 2018

To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. In this report, we: Examine feedback from 10,000 U.S.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

CX Journey

SEPTEMBER 24, 2015

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. Does that ring true with your role?

Customer Insights 80

Customer Insights Analytics Analysis Data 80

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. And how do you make the most of the data available at your fingertips, ensuring it is turned into useful information that can drive change within the business? The changing customer insight landscape.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

Forrester's Customer Insights

AUGUST 28, 2023

Data is everywhere. What constitutes sensitive data for organizations today has greatly expanded in type and format. In my latest report, The State Of Data Security, 2023, we reviewed and analyzed Forrester survey data to identify the key data security trends of the year.

Data 49

Data Trends Survey Report 49

SurveySensum

NOVEMBER 22, 2023

Leverage Live Chat for Real-time Feedback Around 80% of businesses report that implementing live chat has boosted sales, increased revenue, and enhanced customer loyalty within their operations. This compelling statistic underscores that incorporating live chat can significantly improve your business growth and customer relationships.

Feedback 52

Feedback Customer Insights e-support Social Media 52

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Alida

JUNE 29, 2016

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform. Make beautiful and responsive reports.

Communication 140

Communication Data Innovation Analysis 140

Comm100

APRIL 2, 2024

This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Forrester's Customer Insights

JUNE 2, 2022

Every organization desires a positive return on its investments in data. Forrester data shows that advanced insights-driven businesses (IDBs) are 8.5 times more likely than beginners to report at least 20% revenue growth in 2021. It pays off to become an insights-driven business.

Data 49

Data Report Company Customer Insights 49

Forrester's Customer Insights

JANUARY 19, 2024

However, such solutions require access to data that may be difficult or impossible to access for model training purposes. Leveraging synthetic data will help with the critical time to realize AIOps value, such as powerful autoremediation capabilities and enhanced decision-making. The report Generative AI And […]

Data 36

Data Training Report Government 36

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100