Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Jemma, Etsy : I work in an unconventional insights function.

How To 113

How To Groups Customers Advertising 113

Alida

SEPTEMBER 21, 2018

Real insight causes people to go “wow” and creates an ongoing narrative. Institute the foundations of customer centricity. During the product keynote, Vision Critical CTO shared our perspective on the fundamentals of building customer understanding.

Innovation 145

Innovation Feedback Customers Engagement 145

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Alida

OCTOBER 2, 2018

The state of customer experience (CX) is languishing because companies are making seven critical CX transformation mistakes. At the 2018 Customer Intelligence Summit , Forrester Principal CX Analyst Rick Parrish laid out these common errors but said it’s easy to sidestep these problems if you know what to look for.

Customer Centricity 147

Customer Centricity Financial Contact Center Interaction 147

Lumoa

MAY 21, 2018

We specifically asked them to list, which departments are responsible for Customer Experience in their companies in addition to the more usual suspects, i.e. their dedicated Customer Experience/ Success/ Support departments. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 150

Customer Experience Customer Centricity Net Promoter Score Customers 150

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Alida

NOVEMBER 1, 2018

You’re getting at the higher quality qualitative data in an automated, scalable way, so you can get better insights faster and at scale. Cassie Mally, Director of UX Research at GoDaddy, illustrated the value of open-ended feedback in her session at the Customer Intelligence Summit 2018.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Maru/HUB

DECEMBER 13, 2017

Purposeful Customer Experience with the ability to understand and act on customer insight are just a few of the topics being discussed to create a more customer-centric 2018. Find out what the predictions are for Customer Experience in 2018 by downloading our new infographic.

Customer Experience 40

Customer Experience Infographics Customer Centricity Customers 40

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

FEBRUARY 7, 2019

This post originally appeared on the DoingCXRight blog on July 10, 2018. Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Constructed for every customer. Drive internal employee alignment.

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

Lumoa

DECEMBER 19, 2023

AI-driven sentiment analysis can assess whether a brand’s messaging aligns with customer perceptions. This alignment check empowers companies to refine their communication strategies, adopt a customer-centric approach, and cultivate a brand image that genuinely connects with its audience.

Analysis 195

Analysis Social Media Trends Feedback 195

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

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. In it, I summarised the very first step of Insight development like this: C = Category.

How To 168

How To Insurance Groups Consumers 168

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

CX Journey

DECEMBER 13, 2018

This post originally appeared on her site on November 21, 2018. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With no customer insights team in place, it is hard to know where to begin.

Tips 83

Tips Customer Insights Leadership Exercises 83

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

Customer Journeys 49

Customer Journeys Customers Customer Experience Measurement 49

BirdEye

MARCH 9, 2021

Businesses have been forced to be responsive to that conversation and pivot their focus on better understanding their customers. By putting more emphasis on a customer-centric approach, strategic business growth has moved into the area of Experience Marketing. True Actionable Customer Insights.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

CSM Magazine

DECEMBER 10, 2019

So the year ahead will see all CX professionals invest much more in measurement, analysis and building the important ‘money stories’ to keep their customer programmes on track. Customer feedback is managed by the customer insights team, right? But for staff and customer alike, simplicity is appealing. Not exactly.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

Forrester's Customer Insights

MARCH 6, 2019

In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018. But what if we told you that customer-centric privacy programs […]. Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create.

Customer Centricity 46

Customer Centricity Return on Investment ROI B2C 46

CSM Magazine

AUGUST 1, 2017

By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. But even worse – what if you lose all your customer data? No longer just an issue for Marketing, Customer Insights or Compliance. This has resulted in a more customer centric culture.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Published on: May 09, 2018. You might also be interested in these posts: Data Protection and GDPR within Customer Experience. How good is the digital customer experience from travel brands?

Retail 50

Retail Self Service Customer Experience Knowledge Base 50

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Second to None

FEBRUARY 19, 2018

With that in mind, here are four key concepts to keep in mind when thinking about how you’ll do personalization in 2018: 1. Companies that think they’re good at listening to their customers often pay attention to the wrong things. We’re doing anything we can do to connect directly with consumers and make shopping convenient for them.”.

Retail 59

Retail Brands Consumers Guidelines 59

Maru/HUB

DECEMBER 22, 2017

Looking ahead to 2018 then, it is predicted customers’ expectations will outpace companies’ ability to evolve or invent experiences, as the gap has already widened in 2017. Evolving customer expectations will challenge all organisations. The post A Customer Experience Year in Reflection appeared first on Maru/Syngro.

Customer Experience 40

Customer Experience Self Service Financial Analytics 40

Chattermill

DECEMBER 6, 2017

Entrepreneur First backed team counts Just Eat, Transferwise and HelloFresh amongst its customers. This has been an incredible year, we’ve been lucky enough to help some of the world’s most customer centric businesses see genuine value by understanding their users at scale across sectors including Fintech, E-commerce, Travel and Gaming.

Travel 40

Travel Customer Centricity Consulting Software 40

Bizagi

JULY 24, 2018

Eidsiva is not the only company taking action to improve its customer engagement. Bizagi’s 2018 survey of over 500 business leaders found that 70% of organizations are focusing on delivering better customer experiences in the next 18 months. It’s technology that enables great experiences for customers.

Customer Journeys 62

Customer Journeys How To Customer Engagement Social Media 62

Optimove

DECEMBER 13, 2018

He was doubtful and perplexed as to why—for all the buzz about Customer Data Platforms and other predictive analytics and customer segmentation tools—he had not quite found a company who proudly acknowledged they found the perfect solution. Having insights and predictions about your customers on an evolving basis is wonderful.

ROI 56

ROI Metrics Analysis Ecommerce 56

CSM Magazine

FEBRUARY 1, 2018

The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Temkin Group will accept nominations for the CxVE Awards through March 8, 2018. Previously she led EMC’s Total Customer Experience Program.

Customer Experience 40

Customer Experience Self Service Customer Experience Professionals Insurance 40

Qualtrics

OCTOBER 19, 2021

Since its inception in March 2018, the Qualtrics Partner Network (QPN) has provided organizations with access to best-in-class experience management consulting, technology, and services. ServiceNow provides a smoother and more impactful way to put an organization’s insights into action. FullStory: Technology Partner of the Year.

Meeting 52

Meeting Innovation Consulting Employee Experience 52

Gainsight

APRIL 15, 2019

Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? Product experience track: It’s a business imperative to deliver intuitive, delightful, and impactful products in today’s customer-centric world.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Second to None

MARCH 12, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by Type A Communications on March 8, 2018: “Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way.

Brands 54

Brands Voice of Customer Connections Customers 54