Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Mobile Mobile Mobile Formulations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

DCX

OCTOBER 22, 2024

How quickly are you able to generate ideas, test them, and extract insights? What valuable customer insights have you gained? The Competitive Advantage of Embracing Failure Companies that welcome failed ideas often lead the pack in customer experience. How many micro-innovations have you attempted? Sounds magical, right?

Social Media 52

Social Media e-support Innovation Course 52

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

B2B 98

B2B Feedback Technology Customers 98

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. What is a stakeholder? And why should I engage with or interview one?

Customer Journeys 80

Customer Journeys Engagement Government Guidelines 80

Forrester's Customer Insights

DECEMBER 23, 2014

China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. customer analytics. customer segmenation. Customer Insights credit card activation customer analytics customer segmenation marketing analytics'

Banking 45

Banking Analytics Analysis Customer Insights 45

Thematic

MARCH 10, 2020

It was originally developed in 2006 as a community project in Israel to create a free digital database of the map of Israel and was later acquired by Google in 2013. Thematic is a customer insights solution, which can easily breakdown customer feedback & reviews into themes to discover hidden insights in the data.

Comparison 108

Comparison Connections Analysis Groups 108

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Share this page on: Tweet.

Meeting 66

Meeting Advertising Consumers Comparison 66

Forrester's Customer Insights

DECEMBER 7, 2018

In 2013, Doug Kessler and the crew at Velocity Partners published “Crap: the single biggest threat to B2B content marketing” – a work of thought leadership genius that I still tell marketers to read today.

B2B 55

B2B Marketing Leadership Engagement 55

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 23, 2019

The transaction is a reacquisition of software development assets that VMware spun out into a separate company in 2013 after struggling to integrate them into its primary data center management […].

Software 25

Software Data Management Company 25

Forrester's Customer Insights

NOVEMBER 15, 2021

Since 2013, AWE has […]. The metaverse has arrived — or that was the vibe last week, anyway, at the 2021 installment of the Augmented World Expo (AWE) conference. Many speakers also acknowledged that the metaverse is still in its early days, but the consensus was that after decades of gestation, the metaverse is now born.

Conference 49

Conference User Experience Customer Experience Management 49

Forrester's Customer Insights

AUGUST 25, 2014

1 technology priority for Chinese businesses; 55% of technology decision-makers in the country plan to use data and analytics to improve business decisions and outcomes in 2014, up from 43% in 2013. Chinese digital marketers are looking for powerful tools to better understand customer behavior, especially regarding customer acquisition.

Analytics 38

Analytics Telecommunications Banking Retail 38

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

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

Strategy 46

Strategy Management Customers 46

Forrester's Customer Insights

JULY 9, 2019

Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].

Software 46

Software Strategy Customer Experience Customers 46

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Forrester's Customer Insights

JUNE 22, 2020

Founded in 2013, CyberX has raised $48M in venture capital so this deal provides a good return to investors. Today, Microsoft announced that it has acquired Waltham, MA-based IoT and industrial control system (ICS) security vendor CyberX.

System 44

System Industry Report Trends 44

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. Regular instant messaging on a mobile phone has leapt from 29% of mobile phone users in 2013 to 42% in 2014, driven by services including WhatsApp, Facebook Messenger and BBM. Use at least three sources before settling on any interpretation of what’s going on.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Maru Group

AUGUST 1, 2018

We’re extremely proud to announce that Maru/edr have been shortlisted for the UK Customer Experience Awards for the fourth year running thanks to our pioneering Voice of the Customer programme. This year, we’re nominated alongside long-standing client, parcel carrier Yodel and their ‘Have Your Say’ VoC programme.

Customer Experience 40

Customer Experience Transportation Retail NPS 40

Forrester's Customer Insights

JANUARY 18, 2019

In a 2013 article in GQ, Netflix chief content officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.”

Company 42

Company B2C Marketing 42

Think Customers

OCTOBER 28, 2020

Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As If we look at the customer data, their clear preference is for organizations to simply solve the problem. Other experts agree. “If

Financial 52

Financial Insurance Banking Customer Journeys 52

Forrester's Customer Insights

FEBRUARY 3, 2020

Back in 2013, making sure that new hires had what they needed on their first day of work was basically a full–time […].

Employee Experience 39

Employee Experience Management User Experience Technology 39

AWS Machine Learning

NOVEMBER 18, 2022

AIM402-R (LVL 400) Extract AI-driven customer insights using Post-Call Analytics. Companies are transforming existing contact centers by adding AI/ML to deliver actionable insights and improve automation with existing telephony systems. Since 2013 he has helped AWS customers adopt AI/ML technology as a Solutions Architect.

Contact Center 95

Contact Center Training Leadership Innovation 95

ClearAction

AUGUST 2, 2016

3) VoC Analyzers — spending the majority of their time finding insights from VoC data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. 5) VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

B2B 52

B2B Feedback Technology Customers 52

CX Centric

MAY 31, 2024

Awareness of the Customer Journey Customer obsessed companies recognize and acknowledge that the customer journey is almost never a straight-line journey. They invest in creating a 360 degree view of the customer that maps the customer journey and use the information for better customer insights.

Customer Experience 52

Customer Experience Company Strategy Government 52

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. So you need to capture customer insight throughout the website redesign process. So how can you ensure yours generates the results you want? Why redesign your website?

How To 94

How To Comparison Omni-Channel Measurement 94

inQuba

APRIL 24, 2022

Reichheld presented the benefits and importance of implementing an NPS system at one of my events back in 2013 and we had a great conversation around their relative merits. Businesses have implemented these measurement systems, and others, to achieve CX success and superior customer experiences.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

Optimove

SEPTEMBER 28, 2022

First introduced by – you guessed it – Apple back in 2013, today beacons are used by savvy retail brands looking to connect with customers in a specific location with a pitch-perfect offer, most typically when they’re in a certain area of your store. And it doesn’t stop there.

Retail 52

Retail Brands Marketing How To 52

Forrester's Customer Insights

NOVEMBER 3, 2019

Every year since 2013, event founder Alibaba has generated more online gross merchandise volume (GMV) than all US retailers put together have generated on Black Friday and Cyber Monday combined. 11.11 (AKA Singles’ Day), the world’s largest online shopping event, is entering a new decade this year. In 2018, Alibaba generated a staggering $30.8

Retail 29

Retail Omni-Channel B2C Marketing 29

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Qualtrics

OCTOBER 1, 2020

Sign up for a free account and get started gaining valuable demographic insights. This post was originally published in April 2013 and was updated in June 2018 The post Demographic Survey Questions that Yield Valuable Insights appeared first on Qualtrics.

Survey 49

Survey Sports Trends Groups 49

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback.

Comparison 52

Comparison Survey Net Promoter Score Effort Score 52

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback.

Survey 52

Survey Net Promoter Score Effort Score NPS 52

Forrester's Customer Insights

MAY 15, 2018

We introduced the MMSI in 2013 to help companies assess whether an audience is ready to engage with them on mobile. Today, the most important question is no longer whether your customers […].

Strategy 24

Strategy Engagement Marketing Company 24

Forrester's Customer Insights

MARCH 18, 2015

The fragmented footprint of potential partners, proliferation of single-brand loyalty programs, and reluctance of brands to share customer data hampered hopeful coalition operators' efforts. Customer Insights' But, announcing and actually executing coalition loyalty at scale are two separate things.

Loyalty 20

Loyalty Rewards Programs Loyalty Programs Consumers 20

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132