CX University

OCTOBER 12, 2021

CXU originally developed its CX programs following the rubric issued by CXPA in 2014. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXPA revised its rubric after commissioning a detailed 2020 job analysis study.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 120

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Number 1: The 4 Types of Customer Journey Maps.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Alida

MARCH 10, 2016

The empowered customer is more demanding and less loyal. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. Customers no longer rely on a brand’s reputation to gauge the value of a product.

Sales 172

Sales eBook Study Social Media 172

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Maz Iqbal

OCTOBER 2, 2014

Here is what The Economist said back in July 2014: … on July 21st Tesco abruptly announced that Mr Clarke would be leaving his job, apparently prompted by a warning that profits in the first half of 2014 would come in “below expectations”. In the process Tesco came from nowhere to became the world’s second largest retailer.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Forrester's Customer Insights

AUGUST 28, 2014

Today most enterprises rely heavily on technology to help them interact with customers across channels, and as we evaluated in the newly published Forrester Wave: Cross Channel Campaign Management, Q3 2014 , brands have several compelling choices. customer analytics. What sets leaders apart? Read more Categories: CRM.

Management 33

Management CRM Analytics Customer Insights 33

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that For the very first time, people who possess internationally recognised skills and competencies to tangibly and demonstrably improve customer experience were able to get accreditation to show their authority to the world. that is right….professional

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Forrester's Customer Insights

OCTOBER 21, 2014

Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. These customers also want to see the EMSS vendors minimize the effort to integrate data from existing sources and offer more functionality that multiple product modules share. customer insights.

Software 49

Software Marketing Customer Insights Technology 49

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. But support communities aren’t optimized for two-way conversations between the company and its customers. “The opt-in nature of insight communities means members are more likely to participate often.”

Social Media 100

Social Media How To Innovation Software 100

Forrester's Customer Insights

OCTOBER 23, 2014

On October 14, I attended Big Data & Business Insights 2014 in Bangkok -- the first public big data event in Thailand. I spoke about how to use big data to increase customer value in the age of the customer -- a topic that seemed a bit distant from the audience''s daily reality. business insights.

Data 47

Data Analytics Customer Insights Tools 47

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. Founded and funded by experienced entrepreneurs, Peak Capital and offers smart venture capital to European fast-growing early-stage Marketplace, Platform, and SaaS companies.

B2B 98

B2B Feedback Technology Customers 98

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Customers are willing to pay more for the experience qualities that matter most to them. ( PWC, Consumer Intelligence Series – Customer Experience ). No resources.

Customer Experience 110

Customer Experience Customer Centricity Competitive Advantage Customers 110

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Customer professionals said their biggest barrier was the inability of translating customer insights into business operations.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

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

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Forrester's Customer Insights

SEPTEMBER 22, 2014

And, a few weeks later I'll also be at our EMEA Customer Experience Forum , November 17-18 in London. In 2014, customer loyalty is a bit of an anomaly. Customers are empowered, informed, and have myriad options to choose from. Satisfied loyal customers are the only reliable source of growth. customer loyalty.

Loyalty 41

Loyalty Customer Insights Strategy Customer Experience 41

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

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

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Further, I say that the future is not already made. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Forrester's Customer Insights

MARCH 10, 2021

Back in 2014, my colleagues and I declared that “the future of business is digital.” ” Yet, to build a digital business, you must build digital products. And the most disruptive digital businesses — well, they build great digital products. How Do Disruptive Digital Leaders Build Great Digital Products?

How To 50

How To Management Customers 50

Forrester's Customer Insights

JULY 29, 2022

As a result, Amazon reported a $2 billion loss, marking the business’s second consecutive quarterly loss, which hasn’t happened since 2014. After years of spending lavishly on growth, Amazon cut costs in Q2 2022, reducing headcount by 6% and, according to CEO Andy Jassy, “improving the productivity of [its] fulfillment network.”

Report 49

Report Advertising B2C Retail 49

Forrester's Customer Insights

APRIL 6, 2016

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. There's good food for thought in that statement.

Customer Insights 20

Customer Insights Analytics Customers Report 20

Forrester's Customer Insights

FEBRUARY 1, 2022

AI Is Maturing Fast And Is Getting Better At Increasing Human Creativity In 2014, […]. But AI can also help humans be more creative and therefore represents a great opportunity for enterprises to scale more creativity throughout their organization.

Innovation 49

Innovation Technology Examples Customers 49

Forrester's Customer Insights

NOVEMBER 7, 2014

Blogged in collaboration with Rebecca McAdams, Research Associate, serving Customer Insights professionals. Today, I''m happy to publish The Forrester Wave: Cross-Channel Attribution Providers, Q4 2014. customer purchase path measurement. In fact, US Adults have an average of three connected devices. Measurement.

Metrics 36

Metrics Measurement Customer Insights Connections 36

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

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. The use of social media has tripled since 2007. It’s mainstream UK.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 In recent years, we have witnessed a huge transformation in customer experience and the evolution is set to continue in years to come.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

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

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Forrester's Customer Insights

MAY 6, 2019

CVS Takes The Next Step To Align Its Operations And Values After pulling tobacco from its shelves in 2014, last week retailer CVS Health announced that it would not work with agencies who have tobacco or e-cigarette clients. Both decisions stem from the retailer’s desire to align operations with values. The effort is part of […].

Strategy 45

Strategy Retail Brands Management 45

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

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? ” The Humana customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Forrester's Customer Insights

DECEMBER 13, 2019

For several years, market research firm Bizrate Insights has surveyed US shoppers during Cyber Week. This blog post is part of Forrester’s Holiday 2019 retail series.

Retail 29

Retail Survey Consumers Data 29

Forrester's Customer Insights

OCTOBER 31, 2014

Last week, Cory Munchbach and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. These customers also want to see the EMSS vendors minimize the effort to integrate data from existing sources and offer more functionality that multiple product modules share. Customer Insights'

Software 31

Software Marketing Study Customer Insights 31