Forrester's Customer Insights

JUNE 13, 2019

Government 45

Government 45

Hero Digital

JUNE 13, 2019

Customer experience (CX) investments are often measured with soft evaluations of how an omnichannel marketing funnel feels to a customer. From a human-centered design perspective, a smoother, simpler experience is a successful outcome. But CEOs and board members want hard data about the effect on P&L: Does the new CX increase customer acquisition and revenue?

Customer Experience 51

Customer Experience How To Touchpoint Metrics 51

ProProfs Chat

JUNE 13, 2019

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years. Is it because consumers do not trust contemporary marketing methods?

Video 63

Video Consumers Poor Customer Service Customers 63

CloudCherry

JUNE 13, 2019

Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely. Customers want to have a smooth execution of banking transactions with just one click or one touch rather than wasting their time waiting in line. However, customers still find it hard to settle some banking problems regardless of what platform they are using, which eventually allows the banking i

Banking 267

Banking Tools Engagement Chatbots 267

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

GetFeedback

JUNE 13, 2019

Increase data quality, reduce clicks, and drive key business processes with CRM embedded surveys. The term “ garbage in, garbage out ” is a concept that the quality of input data determines the quality of output data. In other words, what you put in is what you get out. Since data lies at the heart of your business, trusting faulty input data to influence critical business decisions is risky and can yield misleading results.

Survey 170

Survey Consulting CRM Sales 170

GetFeedback

JUNE 13, 2019

With GetFeedback Flow Templates, surveys can be embedded directly in Salesforce screen flows to provide an easy-to-use interface that simplifies data collection.

Survey 150

Survey Data 150

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Kayako

JUNE 13, 2019

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process. Our Live Chat Statistics report found that a whopping 79 percent of businesses say live chat has had a positive impact on their sales , revenue, and customer loyalty.

Consumers 125

Consumers Customer Satisfaction Culture Call Center 125

IntouchInsight

JUNE 13, 2019

Our recent webinar featured special guest, Kerry Bodine. Watch this on-demand webinar now to learn how to develop a journey mindset at your organization.

How To 120

How To 120

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

datastax

JUNE 13, 2019

The open source software market is expected to reach $32.95 billion by 2022 , nearly tripling in growth in five years. Certainly the fact that 98% of developers use open source tools —even when they’re not supposed to—has something to do with this. A successful open source project requires the support of a strong community, including documentation, code contribution, testing, and bug fixing.

Software 98

Software System Tools Video 98

Gainsight

JUNE 13, 2019

You want growth? Your customers’ health is more important than your top of funnel. It sounds counter-intuitive, but it’s true. Over half of customers believe their experience is more important than price when making a purchasing decision ( Gartner ). And according to Harvard Business Review, it’s 25 times more cost-effective for you to retain existing customers than to invest in new ones.

Feedback 94

Feedback Multi-Channel NPS Survey 94

Avaya

JUNE 13, 2019

There are so many incredible ways that artificial intelligence (AI) can be applied across the enterprise: conversational intelligence, smart routing, agent augmentation, interaction insights. Yet there’s one form of AI that many companies choose to focus on, and it’s a coin toss as to whether their strategies are effective. Research from Vanson Bourne shows that chatbot technology is the predominant form of AI for nearly 60% of companies today.

Chatbots 72

Chatbots Contact Center Analytics Technology 72

Wootric CX Blog

JUNE 13, 2019

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve heard people talk about CX becoming the key differentiator for brands in the coming years. ( Source ). You’ve watched brands in a variety of industries revamp their customer-facing operations to improve the consumer’s experience.

Customer Experience 69

Customer Experience Communication CEM Data 69

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Tips

Gainsight

JUNE 13, 2019

It’s crystal clear that your partner channel is an asset to your company’s overall business revenue number. What’s murkier is the operational process to actually put those dollars in your pocket. Probably the first word that comes to mind when you talk strategy in growing revenue through the channel is upsell. But not all of your partners are ready to tackle an upsell strategy.

Strategy 68

Strategy Data ROI Metrics 68

Interactions

JUNE 13, 2019

Companies plan to more than double their adoption of Intelligent Virtual Assistants (IVAs) by early 2020. And that’s no surprise considering the major shift in focus towards customer service. But despite the fast adoption, choosing new technology for your business is still a big decision. Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful.

ROI 63

ROI Contact Center Chatbots Survey 63

Oracle

JUNE 13, 2019

Companies that recognize the importance of investing in technology and the software to help connect the dots with customers are the companies creating great customer experiences. In a new video with a strong message, Jay Baer, customer experience expert and founder of Convince & Convert, shares some notable research: 86% of customers will pay more for a better customer experience.

Video 60

Video Customer Experience Case Study Software 60

delighted

JUNE 13, 2019

In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. Bias is defined as “an inclination of temperament or outlook.” The concept comes up frequently in sociology and psychology, because it’s associated with prejudice or favoritism.

Survey 58

Survey Feedback Return on Investment Customers 58

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

NetBase

JUNE 13, 2019

Among the other spring occasions brands have to work with – both for selling and connecting to social audiences – are weddings. With June a particularly big month, with 12 percent of couples walking down the aisle, what can brands learn and leverage, whatever their category? Things have changed. Always start with social sentiment and what’s behind it to sort out what those changes are!

Brands 52

Brands Analysis Fashion Hospitality 52

CustomerSuccessBox

JUNE 13, 2019

A few months ago, we hosted a customer success meetup in Bangalore where several Customer Success Leaders shared their learnings and insights. We kickstarted the meetup by discussing Moving from reactive support to proactive success. For this discussion, we had an expert panel comprising of: Nimesh Mathur (Director of Customer Success, Pluralsight ).

Customer Success 45

Customer Success Customers Sales B2B 45

Merkle

JUNE 13, 2019

Everyone’s getting excited about data science. It’s all very well building analytical models and using artificial intelligence and machine learning, but what’s the point if you can’t use it? Data analytics is not just about building a technical model that no one understands. It’s about working through the whole process; making sure the model answers the business question and that any analyst or data scientist will be able to use it.

Data 45

Data How To Analytics Tips 45

Optimove

JUNE 13, 2019

This year sure flew by. Seems like just a few weeks ago you heard from every room in our offices: “GDPR this, GDPR that” and heard the familiar sounds of our Chief Information Officer and our Director of Legal in Optimove pacing nervously from meeting to meeting, trying to explain the particular types of security; Specifying IT and administrative activities necessary for handling personal data.

Data 40

Data Exercises Travel Banking 40

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Innovative CX

JUNE 13, 2019

“We’re totally focused on getting our products out the door or delivering our services”, said a small business owner to me. In the past, if someone had said that statement to me, I would have said, “You can’t afford NOT to invest in CX”. But lately, I’ve had several conversations with small business owners that have me rethinking my response. First, the facts about small businesses.

Customer Journeys 40

Customer Journeys Social Media Culture Resources 40

West Monroe

JUNE 13, 2019

The Forrester CXNYC Conference took place earlier this week, and I must say, it was one of the best I’ve attended in my career. It was a solid immersion in thought-leadership from Forrester on the state and direction of Customer Experience (CX). It was also a valuable chance to interact with my peers on where we see our clients heading, the challenges they are facing, and how we help them get there.

Net Promoter Score 40

Net Promoter Score Conference Effort Score Hotels 40

Gravy Analytics

JUNE 13, 2019

Virginia Tech’s new Innovation Campus, in addition to Amazon’s HQ2, is expected to attract new talent to the area and boost funding for local companies. Amazon isn’t the only big player setting up shop in Northern Virginia. Virginia Tech is building its new $1 billion Innovation Campus in Alexandria, just south of Amazon’s behemoth second headquarters , the university’s president, Tim Sands, announced Monday.

Innovation 40

Innovation Analytics Retail Course 40

Forrester's Customer Insights

JUNE 13, 2019

The Dark Web Is Nothing Fancy; It’s Really Just A Different Series Of Protocols Commonly when surfing the web, Transport Layer Security (TLS) is the cryptographic protocol that provides confidentiality for your communication with the server. The green lock on your URL bar is an assurance, but not a guarantee, that you’re communicating confidentially with […].

Transportation 48

Transportation Communication Customers 48

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Grade.us

JUNE 13, 2019

Google suggested answers just increased the practical value of your Google reviews significantly. If you've been paying attention to your Google My Business (GMB) listing lately, then you know about the GMB Q&A. When someone searches for your business on Google, and finds you via a branded search, in the local pack, or in Google maps , and finds your GMP listing, they'll see an 'Ask a Question' button.

Hotels 39

Hotels Industry Hospitality Management 39

Forrester's Customer Insights

JUNE 13, 2019

I’m excited to share that our evaluation of data management platforms — “The Forrester Wave™: Data Management Platforms, Q2 2019” — is now live. In our 34-criterion evaluation, we identified the top seven DMP vendors — The ADEX, Adobe, Lotame, Neustar, Nielsen, Oracle, and Salesforce — and racked and stacked them on current offering, strategy, […].

Data 47

Data Management Strategy Customers 47

Brandwatch CX

JUNE 13, 2019

Video 78

Video Marketing 78