InMoment XI

JANUARY 6, 2022

Click here to read our full-length white paper on the world of CX incentives programs, in which expert David Ensing considers these initiatives from every angle and presents a carefully researched perspective you can leverage.

Rewards Programs 493

Rewards Programs eBook Report Feedback 493

IntouchInsight

APRIL 12, 2018

Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies. There are several trends occurring across the world that are contributing to hyper-competition around customer experience.

How To 120

How To Trends Connections Consumers 120

InMoment XI

SEPTEMBER 29, 2022

Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions. Research shows that online banking has increased by 23% and mobile banking has increased by 30%.

Banking 493

Banking Retail Data Omni-Channel 493

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

MAY 29, 2019

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Social Media 200

Social Media Survey Feedback Customers 200

InMoment XI

JUNE 15, 2022

Clients frequently ask InMoment XI Strategist Eric Smuda how they can improve their response rates, which is a significant issue in the customer feedback and market research arenas. However, he believes the obsession with them is misguided and stuck in traditional market research methodology.

Survey 260

Survey Consulting Feedback Course 260

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. According to industry research, acquiring a new customer is 5 to 7 times more costly than keeping your existing customers, which is why you need to concentrate on keeping your customers and making them Raving Fans.

B2C 179

B2C B2B Customer Satisfaction Industry 179

DemandJump

JULY 24, 2020

Website content, white papers, and case studies are all viable ways to speak directly to a consumer. SEO keyword research is an excellent method to ensure the blogs your company publishes are topical, inspiring, and ranking on search engines. But when it comes to written content, the most popular format is that of blogs.

Case Study 52

Case Study How To B2B Course 52

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. There is research which states customers are more satisfied when a vendor heroically solves a problem versus having no problem at all. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. Everyone has problems.

Customer Relationship Management 178

Customer Relationship Management NPS CRM Loyalty 178

Clarivate

DECEMBER 18, 2023

To get a pulse-check of the perception of AI in the IP industry, Clarivate surveyed 575 IP and research and development (R&D) professionals from law firms and corporations worldwide. The white paper can be found here:  Investing in innovative IP legal strategies during challenging times. What did we learn?

Resources 59

Resources Case Study Innovation Report 59

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper!

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

iPerceptions

MARCH 14, 2018

New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry.

Industry 54

Industry Customers 54

Uniphore

JANUARY 4, 2022

White Papers. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more. Zeus Kerravala Founder and Principal Analyst, ZK Research. Mark Smith Analyst, Ventana Research. Conversational AI Platform. U-Self Serve. Case Studies. Infographics.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

QuestionPro Audience

FEBRUARY 24, 2021

Researching the right audience helps transform consumer data into insights, and online panels play a pivotal role in aiding thousands of companies to build appropriate strategies. . Panels help elevate data to maximize business impact by providing researchers with ideal respondents. Need 80+ verification points on your respondents?

Survey 195

Survey Study Leadership Data 195

Clarivate

FEBRUARY 28, 2024

These conditions, affecting small patient populations and characterized by diverse clinical manifestations, demand innovative approaches and cutting-edge technologies to drive research and commercialization forward. This subject is discussed in a forthcoming white paper from Clarivate.

Tools 59

Tools Healthcare Analysis Analytics 59

Clarivate

JANUARY 30, 2023

In a new white paper from Clarivate , Don’t let standards slip: How to prioritize your efforts when everything is essential, the European Telecommunications Standards Institute (ETSI) database showed that 36% of declared SEPs – 144,000 – were declared within the past two years.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. Benefits of Using Surveys.

Survey 260

Survey Customer Experience Fashion Groups 260

Comm100

JANUARY 21, 2020

Research has found that B2B companies that successfully master digital transformation have 8% more shareholder returns and five times more revenue growth than their peers. Today’s B2B customers initiate 61% of transactions online, with half now starting their research via social media. White Paper. Download Now.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Comm100

JANUARY 14, 2020

Take your time to research an effective digital omnichannel solution that matches your needs, and to carefully plan out your digital customer journey. This post includes highlights from our Omnichannel white paper. Read the full story by downloading the free white paper below. White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Confirmit

JANUARY 9, 2018

In this eBook you will learn how you can implement real-time, interactive data visualizations and reporting that provides your clients with high-quality research that drives business results. According to Confirmit, this should be viewed as an opportunity for Market Researchers, rather than a threat. Market Research White Papers.

Data 40

Data Marketing eBook Report 40

TechSee

OCTOBER 19, 2021

Research from TechSmith shows that people actually absorb visual information faster and perform tasks better when instructions are provided with visual or video content. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here.

How To 124

How To e-support Self Service Retail 124

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

TechSee

DECEMBER 12, 2017

This comes as no surprise as research shows that 90% of all information transmitted to the brain is visual, and approximately 65% of the population are visual learners, with people processing visual images 60,000 times faster than via text.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty Communication Contact Center 107

Daniel Group

OCTOBER 8, 2022

Research shows that more buyers rely even more on word-of-mouth ( WOM) when making purchases. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. Translating the feedback into action and change is even more critical.

Feedback 52

Feedback Measurement Sales Groups 52

Comm100

JANUARY 21, 2020

Research has found that B2B companies that successfully master digital transformation have 8% more shareholder returns and five times more revenue growth than their peers. Today’s B2B customers initiate 61% of transactions online, with half now starting their research via social media. The same report reveals that 79% of millennials.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Confirmit

APRIL 16, 2020

In this white paper, we explore three key areas that businesses need to consider as they identify the way through the current environment: How do we support our team members? One of the big questions for CX teams and researchers is whether to continue with existing survey and feedback programs.

Customer relationships 52

Customer relationships Survey Feedback Communication 52

Help Scout

AUGUST 11, 2021

They are on a weekly publishing cadence, so users who subscribe to this blog or their content will not be bombarded with notifications super frequently and can instead expect to see one well-researched, in-depth blog per week. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 80

Customer Service eBook Leadership Resources 80

SurveySparrow

MARCH 30, 2021

They are capable enough to research your product and make buying decisions on their own. For that, you need to do market research. Market research is the core of your every successful business strategy. And market research is the answer to all your business issues. What is Market Research?

Marketing 52

Marketing How To Chatbots Survey 52

Centercode

DECEMBER 26, 2019

This year, we’ve surveyed hundreds of companies and done countless hours of research to produce kits, ebooks, infographics, white papers, […]

Infographics 52

Infographics eBook Survey Customers 52

Vonage

FEBRUARY 13, 2017

However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. To learn more about excelling in sales and service, take a look at our selection of insight-packed white papers. Speech analytics helps to retain customers and reduce churn.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Confirmit

JUNE 26, 2018

Despite this wealth of data, business leaders continue to complain that they don’t have the insights they need and demand more than ever before from Market Research organizations. According to Confirmit, this should be viewed as an opportunity for Market Researchers, rather than a threat. Market Research White Papers Videos.

Data 40

Data Marketing Multi-Channel Guidelines 40

Vonage

MARCH 26, 2018

Research has shown that these attributes are playing an increasingly bigger role in how customers evaluate their experience. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Talkdesk

DECEMBER 10, 2020

But before making any decisions, you need to build a thorough business case to understand where to start, what to prioritize and how to properly research and evaluate your options so you can impress your stakeholders and set up your CX transformation for success. Read on to learn exactly how to do that.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Talkdesk

MAY 22, 2020

White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them.

Contact Center 94

Contact Center Comparison Call Center Data 94

Topdown

MAY 28, 2019

We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic. We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years.

Communication 48

Communication eBook Customers Technology 48

Up Your Service

NOVEMBER 28, 2019

A lot of the research has been published in this white paper which Harvard Business Review enjoyed and they excerpted it into an article. You can get the entire white paper free at www.UpliftingService.com/hbr. Now, for decades, we’ve been doing this with B2B and B2C organizations all over the world.

Customer Service 52

Customer Service B2C Leadership Culture 52