Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

AskNicely

AUGUST 29, 2018

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift. The post NPS Benchmarks for 2018: How Do You Compare? What is your NPS Score?

NPS 150

NPS Net Promoter Score Metrics Culture 150

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 145

Contact Center Report Customer Journeys Customer Centricity 145

InMoment XI

OCTOBER 23, 2024

The following financial institutions demonstrate how utilizing customer-centric strategies has empowered them to deliver excellent customer experience in banking: Virgin Money: The British financial services brand launched its CX Success program with the help of InMoment in 2018. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

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. Insight needs to be fast. Register today!

How To 113

How To Groups Customers Advertising 113

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Alida

SEPTEMBER 21, 2018

During the product keynote, Vision Critical CTO shared our perspective on the fundamentals of building customer understanding. According to him, speed, relevance and engagement are table stakes when it comes to getting actionable, fast customer insight.

Innovation 145

Innovation Feedback Customers Engagement 145

Customer Bliss

NOVEMBER 9, 2017

In this post, I explain the benefits of offering a curated environment staffed with a range of brand professionals to help your audience engage with your brand in a way that allows you to gain valuable customer insights. CX labs help your audience engage with your brand & gain customer insights Click To Tweet.

Trends 204

Trends Customer Experience Customers Customer Insights 204

Michel Falcon Experience

JANUARY 16, 2018

The fourth strategy is increasing your customer intelligence by surveying your customer. Now, some of the pitfalls in surveying your customers is that your survey is too long, and you’re sending the survey to the customer at the wrong time. Thank you for watching. Have a great day.

Strategy 128

Strategy Customer Experience Tips Social Media 128

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. The race for (the right) customer engagement solution will intensify.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

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

C3Centricity

MAY 25, 2020

However, cutting costs, selling less attractive business units (such as their US candy business to Ferrero completed in 2018) in the hope of upgrading their image, will not bring sufficient changes that consumers demand of large corporations today. If you’re drowning in data and thirsting for actionable insights, then we should talk.

Technology 304

Technology Analysis Data Consumers 304

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. Democratize customer intelligence Too many VoC programs are based in silos, with limited sharing of the results across the organization.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. From the look of things, chatbots are believed to change and redefine how organizations are conducting their business more particularly in their approach towards customer service. Enhanced conversations.

Chatbots 50

Chatbots Trends Technology Social Media 50

GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. So how do you gather the customer insight you need?

Survey 210

Survey Marketing How To Infographics 210

Retently

JUNE 24, 2018

The ability to invite your colleagues to collaborate on the collected customer insights will also accelerate the loop closure. By implementation of more metrics and features, these initially simple tools are developing into complex Customer Success platforms.

NPS 90

NPS Net Promoter Score Software How To 90

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Kerry Bodine

JANUARY 27, 2018

I hope they inspire your work for 2018! Hypothesis journey mapping is necessary because it ensures you’re not reinventing the wheel with your journey mapping efforts, but rather building on what your organization already knows about the customer experience. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

CloudCherry

DECEMBER 1, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. That just wastes everyone’s time.

CEM 186

CEM CRM ROI Survey 186

NICE inContact

NOVEMBER 8, 2019

Your business no longer needs to devote as many agents or resources to resolving complex customer issues or critical escalations. A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world. This will improve the self-service experience for customers.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

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

Forrester's Customer Insights

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Web Sites Fail,” […].

Customer Experience 53

Customer Experience Report Customers User Experience 53

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

CloudCherry

NOVEMBER 13, 2018

Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. That just wastes everyone’s time.

CEM 170

CEM CRM ROI Survey 170

GetFeedback

DECEMBER 27, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Research suggests that visual IQ is rising and over 84% of communication will be visual by 2018. And the next time a customer receives a survey invitation from your company, they’ll expect a bad experience. Survey design.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Forrester's Customer Insights

FEBRUARY 25, 2019

Forrester’s customer experience (CX) research team published more than 100 reports in 2018. The report is called “Forrester’s Top Customer Experience Research Findings Of 2018.” ” The key discoveries that I feature in my […]

Customer Experience 46

Customer Experience Report Customers 46

Forrester's Customer Insights

SEPTEMBER 17, 2018

The Forrester Wave™: Enterprise Service Management, Q3 2018, is live! Take IT service management, add the age of the customer, stir in some employee experience (EX) and a healthy dose of low/no-code platform, and voilà! Enterprise service management (ESM)!

Employee Experience 47

Employee Experience Management Customer Experience Customers 47

Forrester's Customer Insights

OCTOBER 17, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will grow at a more conservative 1.7%. All told, we see approximately one-fifth of all US holiday shopping this […].

Sales 42

Sales Retail 42

Forrester's Customer Insights

NOVEMBER 7, 2018

Join us in Orlando on December 4, 2018 for Forrester’s first-ever Data Strategy & Insights 2018 Forum. Back to dancing, because that is our conference theme — “Insights To Action: For Real This Time.” ” Data is too often […]

Data 45

Data Strategy Conference Analytics 45

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

Forrester's Customer Insights

OCTOBER 17, 2018

Huawei held its flagship Connect 2018 conference in Shanghai from October 10 to 12. The event, which featured more than 200 sessions, attracted over 25,000 visitors and more than 1,500 partners from around the world. By the end of 2017, Huawei’s annual revenue had exceeded US$92 billion — half of which comes from global markets […].

Connections 42

Connections Conference Marketing 42

Forrester's Customer Insights

JANUARY 31, 2019

2018 brought no calm to the smartphone industry, and Apple’s Q1 2019 earnings are an indication that this trend will continue this year. After years of consistent double-digit growth rates, a slowdown in smartphone sales that started in 2017 continued in 2018. In 2018, many of […].

Industry 42

Industry Trends Sales Consumers 42

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

ijgolding

OCTOBER 25, 2018

According to Walker , by 2020, customer experience will stand out as the key brand differentiator, even over price. Where to Begin: Customer Insights. Further, in Forrester Research Inc.’s, Further, in Forrester Research Inc.’s,

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167