Lumoa

JUNE 14, 2023

Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. The coffee chain encourages customers to feel like they belong by making them part of the Starbucks community.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

Automotive 73

Automotive Social Media Contact Center Banking 73

Forrester's Customer Insights

DECEMBER 15, 2020

It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” I remember the first time I saw a Google Doc. on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].

Measurement 59

Measurement Employee Experience Technology Management 59

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback Survey Case Study Analytics 81

West Monroe

JUNE 29, 2017

For the first time in the post Great Recession era, the economy has proven it can withstand the effects of reversing the Quantitative Easing (QE) practices that began back in November of 2008. Mid-market banks are quickly looking to enhance these capabilities to address both customer acquisition and growth of existing relationships.

Banking 53

Banking Retail Government Financial 53

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Forrester's Customer Insights

AUGUST 4, 2014

NAB invests a lot of time and energy in ensuring we continually improve the experience our customers have. In 2008, a role was created within the Marketing function that sat across products and channels. Q: How do you determine what aspects of the customer experience you must try to excel at? Customer Insights'

Customer Experience 41

Customer Experience Banking Retail Customers 41

Forrester's Customer Insights

APRIL 25, 2018

The marketing automation stage began to grow exponentially around 2008 and has reached critical mass in its first decade. […]. The CRM stage started in the 1990s and accelerated quickly a decade later with lower-priced cloud offerings.

Marketing 8

Marketing Sales CRM Data 8

Forrester's Customer Insights

MARCH 5, 2020

Not only has the 2008 global financial crisis exacerbated economic inequality, it has also caused a massive reputational damage to the […]. There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed, and what hasn’t. Looking back, the evidence is clear.

Financial 40

Financial Strategy Customer Experience Customers 40

Forrester's Customer Insights

JULY 4, 2024

A few weeks ago Keith Fletcher, international customer experience manager at E.ON, joined me on stage at Forrester’s CX Summit EMEA to talk about E.ON’s approach to CX. Since 2008, E.ON Its customer journeys are key to giving […]

Customer Experience Management 36

Customer Experience Management Customer Experience Management Customer Journeys 36

West Monroe

DECEMBER 11, 2022

As we’ve learned from previous recessions, the companies that combine defensive tactics with strategic offensive investments in customer experience, technology, and risk management can emerge from a downturn victorious. Customer-forward user experience/user interface design. Customer outreach and communication.

Banking 52

Banking Marketing Self Service Financial 52

Retently

OCTOBER 19, 2018

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez. Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Forrester's Customer Insights

APRIL 21, 2020

The headline was that the world’s real GDP would fall by 3% in 2020, which is a much steeper drop than in the 2008–2009 recession. Last week, the International Monetary Fund (IMF) issued its April World Economic Outlook report. For the purpose of projecting the tech market outlook, the more important numbers are real GDP […].

Report 29

Report Marketing 29

Forrester's Customer Insights

OCTOBER 2, 2024

Founded in 2008, Featurespace employs over 400 people. Last week, Visa announced the acquisition of Featurespace, a UK-based enterprise fraud management and anti-money-laundering (AML) vendor. Forrester estimates the acquisition price to be between $350–450 million.

Management 26

Management Retail 26

Qualtrics

OCTOBER 1, 2020

For example, President Barack Obama won the 2008 election due to his dominance among young voters. TV shows, deodorant brands, and vacation packages are targeted based upon the typical consumer’s age. Even politicians segment their audiences by age. Knowing how different age groups view your product can be a game changer.

Survey 49

Survey Sports Trends Groups 49

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 40

Feedback Survey Case Study Analytics 40

Forrester's Customer Insights

JUNE 6, 2022

This report outlines the potential of the US B2B e-commerce space across 11 durable and nondurable product categories, with historical data going back to 2008.

B2B 26

B2B Report Data Customers 26

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Forrester's Customer Insights

AUGUST 1, 2022

This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014. The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system.

Healthcare 26

Healthcare System Trends Customer Experience 26

Clarabridge

MARCH 30, 2017

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Survey 40

Survey Customer Experience Strategy Analytics 40

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Forrester's Customer Insights

MAY 17, 2018

I’ve been watching this trend with great curiosity (and first wrote about it in 2008). On the one hand, software product vendors are slowly but surely migrating from just selling products to selling solutions — and solutions always require professional services. IBM led the trend when it acquired PwC Consulting in 2002.

Analytics 22

Analytics Consulting Trends Software 22

Currency Alliance

OCTOBER 12, 2021

This is an effort which starts with customer insights and data, and sharing those insights with your partners, in order to discover new partnerships and partner-based offers which are likely to add the greatest customer value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

West Monroe

JANUARY 25, 2022

Banks need to build a revenue model that offers advanced customer segmentation, early-stage opportunity identification, early detection of significant cross-sell opportunities, and pre-defined sales targets supported by work plans that make sense. Chapter 2: Drive more efficient operations through Data, AI and Automation. on average.

Banking 52

Banking Financial Trends Multi-Channel 52

Bold360

DECEMBER 1, 2016

Since joining the Morehead State University staff in 1996, Jami Hornbuckle has served in a number of capacities including assistant director of alumni relations; Web marketing director; and director of marketing, before being named assistant vice president for communications and marketing in 2008.

Software 40

Software Customer Experience Company CRM 40

Forrester's Customer Insights

NOVEMBER 8, 2024

seeks to introduce a universal digital identity wallet, a concept heralded with much aplomb since 2008. In the grand tapestry of the European identity landscape, a new regulation —most audacious in its ambition— has emerged to enable digital identification across the continent. The regulation known as eIDAS 2.0

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