InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

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. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 260

NPS Customer Centricity Automotive Tips 260

Alida

FEBRUARY 26, 2021

The three-day conference was organized by the trade publication, TLF Publications and attracted some of the leading thinkers in the industry, including May Scheve Reardon, president of North American Association of State and Provincial Lotteries (NASPL) and director of Missouri Lottery, and Gary Grief, executive director of the Texas Lottery.

Industry 130

Industry Feedback Conference Interaction 130

Centercode

JANUARY 8, 2021

Customer testing isn’t a supplement for ensuring data security — it’s an industry in its own right, after all — but it stills plays an important role in supporting company initiatives for more secure and transparent customer data management. Just as tech has evolved, customer testing has evolved to support it.

Customer Insights 98

Customer Insights ROI Data Consumers 98

Forrester's Customer Insights

APRIL 26, 2024

Industry-specific customer relationship management (CRM) is a hot space these days. Almost every CRM vendor has an industry CRM strategy. Forrester defines Industry CRM as: Cloud […] Forrester defines Industry CRM as: Cloud […]

CRM 28

CRM Industry Customer Relationship Management Customer relationships 28

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

SurveySensum

NOVEMBER 22, 2023

This is another way to invite customers to share their thoughts and preferences in a more private and personalized manner. Community Forums: Dive into industry-specific forums and online communities to connect directly with your audience. Keep a keen eye on these hubs for mentions or conversations about your brand or industry.

Feedback 52

Feedback Customer Insights e-support Social Media 52

MyCustomer

JUNE 16, 2023

Leslie Pagel explores the effectiveness of NPS and CSAT in the healthcare industry, arguing that survey-based metrics are becoming obsolete.

NPS 59

NPS Customer Insights Healthcare Metrics 59

Talkdesk

JUNE 22, 2020

The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners. The top three operating respondents are from industries like Technology, Financial Services and Services & Delivery.

Customer Insights 62

Customer Insights Travel Hospitality Policies 62

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Analytics 493

Analytics Data Marketing Customer Journeys 493

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. Therefore, it goes beyond basic interactions, focusing on understanding customers’ unique needs and preferences for a seamless, valuable experience.

Industry 52

Industry Tips Customer Experience Healthcare 52

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6%

Industry 73

Industry Brands Rewards Programs Loyalty 73

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. This is available on Amazon! )

Industry 52

Industry Social Media Analytics Customer Insights 52

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

Transportation 129

Transportation Industry Management Guidelines 129

InMoment XI

JULY 13, 2023

What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers? Lastly, we asked attendees about the biggest changes they had made to identify at-risk customers.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Forrester's Customer Insights

DECEMBER 8, 2023

Brian Hopkins, Julie Mohr, Julie Ask, and I are investigating how genAI will change the face of business and industry. We are doing research into the long view of WHAT, WHY, and HOW genAI will break down and rebuild how businesses work; how consumers live; how knowledge and reality patterns shift; and how companies, industries, […]

Industry 33

Industry Company Consumers Technology 33

Forrester's Customer Insights

AUGUST 22, 2023

The industrial metaverse doesn’t exist yet, but many of its building blocks do — and already connect physical and digital experiences to deliver value in asset-intensive industries like manufacturing.

Industry 49

Industry Connections Customers 49

Forrester's Customer Insights

JANUARY 17, 2024

Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries.

Net Promoter Score 38

Net Promoter Score NPS Industry Consumers 38

SurveySparrow

APRIL 21, 2022

This customer feedback device can be on a stand or kiosk in a prominent position. Leveraging the Power of a Smiley Terminal: Examples from Five Industries. The post Smiley Terminal: How to Use It to Gain Customer Insights Onsite appeared first on SurveySparrow. We’re sure you can think of even more!

Customer Insights 52

Customer Insights Transportation How To Self Service 52

Forrester's Customer Insights

SEPTEMBER 20, 2023

In a 2016 New York Times Magazine profile of Ben Rhodes, President Obama’s then deputy national security adviser for strategic communications, Ben was quoted as calling the American foreign-policy establishment “the Blob.”

Industry 61

Industry Policies Communication Trends 61

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

Analytics 493

Analytics Data Customer Experience Social Media 493

Customer Bliss

AUGUST 15, 2017

In 2010, she decided to leave the legal field with the aim to move closer to the actual operations and to focus on putting the customer first.

Travel 204

Travel Industry Hotels Customer Journeys 204

Lumoa

AUGUST 5, 2022

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? This article will cover the drivers behind growing inflation rates and their impact on the retail industry. The Impact of Global Events on the Retail Industry. First Off, What Exactly Is Going On?

Retail 208

Retail Feedback Trends Consumers 208

Forrester's Customer Insights

NOVEMBER 4, 2022

Industry 4.0 has been a big idea in manufacturing for the past decade or so, but moves are unfortunately afoot to prematurely crown a successor: Industry 5.0. Industry […].

Industry 26

Industry Customers 26

Forrester's Customer Insights

AUGUST 20, 2020

The pandemic has impacted individual companies and industries very differently. To discuss some of the opportunities and challenges facing the grocery industry, […]. Restaurants have been closed, while grocery stores have been overwhelmed with demand.

Industry 63

Industry Data Company Customers 63

Centercode

JULY 21, 2020

In this new series about our core values, we’ll take a look at how each of those values informs the way individual Centercoders and the company overall show our commitment to our mission, our industry, our customers, and our team. The CV Industry. Schedule a one-on-one meeting with a Customer Validation consultant.

Industry 52

Industry Conference Resources Consulting 52

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6%

Industry 48

Industry Brands Rewards Programs Loyalty 48

Beyond Philosophy

DECEMBER 16, 2023

One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Qualtrics recent article, “ AI Will Revolutionize the Market Research Industry ” suggested a couple of thought-provoking stats I thought I would share: Threat or Boon?

Innovation 78

Innovation Video Consulting Customer Insights 78

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. I didn’t know anyone who transitioned into industry. 3 Career Lessons From A Customer Insights Professional. Interview with Arianna McClain, Director of UX at Cruise. Alyona: Cool.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

NobelBiz

JULY 10, 2023

The lead generation industry is undergoing a significant transformation thanks to the advent of AI. This enables agents to provide a highly personalized customer experience, which can significantly increase the conversion rate. AI is transforming call centers by enabling a new level of personalization that was previously unattainable.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

ERDM

NOVEMBER 10, 2020

“The ‘glass-is-half-full’ optimist in me says, ‘Here’s a global crisis – let’s use this time to identify all the things we need to do to create significant improvements in the customer experience ,” says Baruch, who is executive vice president and chief strategy and marketing officer at MSC Industrial Supply Co.,

Industry 52

Industry B2B Net Promoter Score e-support 52

Currency Alliance

JANUARY 18, 2021

As the industry enters a future redefined by human-displacing technologies, much higher customer expectations and competitors such as Airbnb, this can be a devastating oversight. Few functions can effectively expose the elements of those experiences, and elevate them, as well as a loyalty program.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. What value are they delivering to their customers that your company is not?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Forrester's Customer Insights

MARCH 1, 2020

Not too long ago, executives from manufacturing and related industries would not consider running their internet of things (IoT) initiatives from a cloud. Makers of industrial IoT software platforms have undergone a similar change of heart, pivoting from making […].

Industry 58

Industry Strategy Software Customers 58

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Lumoa AI is used in multiple industries, such as telco, ecommerce, logistics, retail, banking and utilities. Carlos del Corral takes the lead as the CEO and continues also to lead the Customer Success Team.

Ecommerce 208

Ecommerce Banking Retail Industry 208

Forrester's Customer Insights

JUNE 30, 2021

Horizontal business applications — as mature as they are — don’t fully support industry-specific workflows that span the front and back office. Verticalization is back! Manufacturers must track projects, schedules, time sheets, and labor efficiencies that are not core to CRM or inventory management.

Industry 42

Industry Healthcare CRM Management 42