Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. You can slice and dice the data and look for insights in between the data points to put together a story.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ClearAction

AUGUST 3, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves.These savings are marketing/sales gold for attraction and retention, sales velocity, and margin expansion. for each group’s own report.

Strategy 62

Strategy Customer Experience B2B Groups 62

SuiteCX

JULY 9, 2018

Since I started mapping in 2000, clients have always seen immediate benefit from the exercise. However, back when it was a huge poster with sticky notes and red lines noting messy data flows (which we lovingly called spaghetti), it was difficult to do the exercise more than once.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

Forrester's Customer Insights

JUNE 18, 2020

Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high. Over the last few months, we’ve been providing advice […].

Exercises 43

Exercises Management Customers 43

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 130

Customer Journeys B2B Exercises Leadership 130

CX Journey

JULY 14, 2016

Do you both agree on the need for customer insight-guided design? Perhaps in these times of companies falling over each other to have the most customer-centric strategies, you may feel inundated with requests for deeper or richer insights that provide a platform for proposition developers to start designing.

Exercises 80

Exercises Analytics Customer Insights Consumers 80

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Kerry Bodine

JUNE 30, 2017

If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience.

Exercises 120

Exercises Feedback Groups Customer Insights 120

Blake Morgan

OCTOBER 31, 2022

Even the Los Angeles Times , reports have found that quick customer surveys like NPS aren’t reliable because the questions are often unclear or the answers feel coerced. But as customers change, perhaps it’s time that metrics and surveys change as well. Feedback and data are crucial to building a strong customer experience.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

ClearAction

JUNE 25, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves. is riskier when it’s not rooted in customer insights and agile development. for each group’s own report.

e-support 62

e-support Leadership B2B Groups 62

Lumoa

FEBRUARY 21, 2023

He further advised mulling through these few questions as an exercise as if you were starting the project afresh: What would we want the program to achieve? What do we want it to measure for us? What channels and touch points should it cover?

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. Turn the CFO into your biggest ally.

Exercises 97

Exercises ROI Conference Video 97

Thematic

FEBRUARY 15, 2019

Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. It’s a continuous process of iterating on customer insights.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

CX Journey

JANUARY 17, 2018

Of itself, the above exercise has identified too many stakeholders for you to viably manage. This is where the exercise looks like a BCG. Every insight or analytics leader I meet is busy. This mapping exercise is all about helping you be more productive. That is because it is. Managing stakeholders takes time.

Effort Score 127

Effort Score Exercises Analytics Groups 127

Forrester's Customer Insights

JULY 20, 2022

Threat hunting is a term frequently misused by cybersecurity pros, vendors, and service providers. We researched threat hunting to determine what it really is, what benefits it brings, and to overcome the misuse and abuse of the term. The resulting report, Threat Hunting 101, published recently.

Exercises 9

Exercises Analytics Report Trends 9

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Do your hands know more than you do?

Gamification 80

Gamification Exercises Airlines Customer Insights 80

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

Forrester's Customer Insights

MARCH 18, 2020

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience. In one of Brian’s prior jobs, he conducted the phishing exercises for the employees of one of the larger security companies.

Exercises 52

Exercises Company Employee Experience 52

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. This is one of my favorite posts from my partner in crime, Amelia Sizemore.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

CX Journey

JUNE 20, 2019

My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. What if both your customers and your insight team felt equally invested in your project? I’ve shared a series on how to run an insight generation workshop.

Analytics 138

Analytics Culture Exercises Data 138

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

ClearAction

NOVEMBER 11, 2022

Health: better sleep, lower blood pressure, likely to exercise, better recovery and overall physical and psychological health. Customer experience gains from gratitude in interactions are inclinations to reciprocate behavior, spread positive word of mouth, and do more with your brand.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Forrester's Customer Insights

OCTOBER 4, 2022

I believed that competency mapping was a theoretical exercise invented by human resources or learning designers to test my last nerve. I was certain that the exercise would […]. When I was a first-time sales enablement practitioner, just the mention of “competencies” made my eyes glaze over and my attention immediately wane.

Sales 26

Sales Exercises Resources Customers 26

Forrester's Customer Insights

NOVEMBER 2, 2020

Like in golf, there are so many motions to consider in any customer interaction. Sales enablement practitioners must deconstruct role-playing exercises to enable reps to get into top-selling form.

Sales 54

Sales Exercises Interaction Customers 54

ReviewTrackers

JUNE 1, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. Hilton is bringing a new kind of customer experience into its guest rooms with fitness, according to Skift.

Customer Experience 50

Customer Experience Hospitality Hotels Exercises 50

Alida

JUNE 27, 2016

While customer intelligence is becoming an enterprise-wide exercise, it typically starts with market research. Traditionally, market researchers have been the people who collected, analyzed and distributed customer feedback and insight. That’s quickly changing. Share your big plan. .

Software 145

Software How To Exercises Feedback 145

ShepHyken

DECEMBER 4, 2020

Creating a customer experience roadmap is not an easy exercise. A successful customer experience roadmap is driven by customer insights and your customer experience strategy. And it is well worth the effort – for you, your brand, and your customers. It takes time.

Roadmap 139

Roadmap Customer Experience Airlines How To 139

Comm100

DECEMBER 19, 2017

Customer experience will be driven by the customer-centric organizational culture – it’s a win-win situation once you have your program off the ground. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. Collect and act upon customer insights.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Forrester's Customer Insights

JULY 22, 2019

The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value.

Brand Values 47

Brand Values Brands Exercises Marketing 47

Forrester's Customer Insights

AUGUST 3, 2021

Needless to say the exercise is becoming more and more difficult and anything beyond 24 to 60 months looks very futuristic. As analysts, part of our jobs is to try to decipher the broader trends impacting businesses. That’s why I enjoy reading prospective books and especially publications of the National Intelligence Council.

Trends 41

Trends Exercises Customers 41

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 85

Touchpoint Customer Journeys Net Promoter Score Effort Score 85

Forrester's Customer Insights

JULY 12, 2021

Once you’ve got Kubernetes in production, those predictable business continuity and disaster recovery (DR) exercises get a lot more interesting — and not necessarily in a good way. That’s why I’m focusing on the challenges of Kubernetes disaster recovery and business continuity in my recently published research.

Exercises 39

Exercises Trends Technology Strategy 39

C Space

FEBRUARY 12, 2020

I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are. It takes sport, athletics, exercise, and activity and creates a sense of empowerment. The Right Insight.

Brands 52

Brands Marketing Sports Exercises 52