DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

Forrester's Customer Insights

AUGUST 1, 2024

We are thrilled to release our third-ever end-user experience management (EUEM) Wave: The Forrester Wave™: End-User Experience Management, Q3 2024. The answer lies in a three-letter acronym: DEX, or digital employee experience. Why is EUEM so important? As […]

User Experience 32

User Experience Management Employee Experience Marketing 32

InMoment XI

JULY 16, 2024

A personalized approach can be as simple as addressing customers by their names in emails or as sophisticated as recommending products based on previous purchases and browsing behavior. For example, Netflix excels at personalizing user experiences by offering content recommendations based on viewing history.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

A personalized approach can be as simple as addressing customers by their names in emails or as sophisticated as recommending products based on previous purchases and browsing behavior. For example, Netflix excels at personalizing user experiences by offering content recommendations based on viewing history.

Tips 195

Tips Management Social Media Hotels 195

Forrester's Customer Insights

MAY 15, 2024

Here are a few of the highlights from the past year and advice to help firms mature their digital accessibility efforts in 2024. In 2023, we saw more firms commit to digital accessibility, with emerging regulations bringing a sense of urgency to the work.

User Experience 63

User Experience 63

InMoment XI

JANUARY 4, 2024

A clutter-free and visually appealing layout enhances user experience and encourages visitors to explore and make purchases. Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Access 1/3/2024. Schedule a demo to see for yourself today!

Retail 195

Retail Customer Experience Effort Score Social Media 195

SurveySensum

DECEMBER 24, 2024

Complex UI Many users have complained that the user interface is sometimes difficult to navigate especially while looking at the survey data through a filter. Source: G2 review, Oct 08, 2024 2. Limited Reporting Capabilities The reporting capabilities of SurveyMonkey are not very intuitive as pointed out by many users.

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

Forrester's Customer Insights

OCTOBER 27, 2024

Last week, I attended Basware’s annual customer event in Lisbon. The event focused on sharing the latest product and strategy updates with customers and gathering their feedback on products and user experiences. A recurring theme was Basware’s customer-centric innovation.

Customer Centricity 26

Customer Centricity Analytics User Experience Innovation 26

SurveySensum

JUNE 4, 2024

Typeform Typeform is an online platform that allows users to create interactive, engaging forms, surveys, quizzes, and more. It is designed to enhance user experience with visually appealing and conversational interfaces, making the process of collecting information more engaging for respondents. G2 Review : 4.4/5

Tools 52

Tools Marketing e-support Analysis 52

SurveySensum

MARCH 20, 2024

Let’s now explore the top Customer Experience Management software companies to find the right match for you! List of the Top 10 Customer Experience Management Software Companies in 2024 1. They aim to help you achieve your business goals. The tool is ideal for both beginners and seasoned professionals.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

SurveySparrow

FEBRUARY 18, 2024

Better User Experience: Businesses want tools that are easy to use and have good support. This ensures high response rates and timely insights. Easy Analytics: Get insights from real-time feedback and visualize trends with simple charts. It lets you have a holistic approach to gathering customer insights.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Thematic

FEBRUARY 23, 2025

In 2024, the world generated 149 zettabytes , and that’s expected to reach 394 zettabytes by 2028. Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. categorizing "The checkout process is slow" under "User Experience Issues").

Analytics 62

Analytics Social Media Analysis e-support 62

Forrester's Customer Insights

JULY 8, 2024

Gina Bhawalkar shares her take on Config 2024 and its implications for design systems and accessibility.

System 34

System User Experience 34

Forrester's Customer Insights

JULY 11, 2024

Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.

User Experience 34

User Experience 34

Forrester's Customer Insights

SEPTEMBER 11, 2024

To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.

Banking 36

Banking User Experience Financial Technology 36

Forrester's Customer Insights

JULY 23, 2024

Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024). Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not.

Training 37

Training Survey Consumers User Experience 37

Forrester's Customer Insights

JULY 8, 2024

With Adobe’s $20 billion proposed acquisition of Figma called off in response to regulatory scrutiny based on insufficient understanding of how software is made, a sense of expectant curiosity surrounded Figma’s 2024 installment of Config (its annual user conference), especially about its AI strategy.

Software 34

Software Conference Leadership Interaction 34

Forrester's Customer Insights

SEPTEMBER 12, 2024

Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.

Banking 36

Banking Report Virtual Agent How To 36

Experience Investigators by 360Connext

SEPTEMBER 10, 2024

Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissect a recent case that saw Sonos face significant backlash. We discuss the need for clear and effective communication strategies, particularly during product rollouts.

User Experience 162

User Experience Study Consumers Customer Journeys 162

Gainsight

MARCH 13, 2024

Ophir Sweiry’s vision of a future where interfaces become bi-directional conversations rather than static data presentations highlights an exciting shift towards more engaging and efficient user experiences. Better natural language capabilities and more contextual interactions will lead to entirely new user experiences.

Comparison 52

Comparison User Experience Conference Software 52

Optimove

NOVEMBER 25, 2024

By focusing on data-driven strategies, marketers can enhance customer engagement while ensuring that every dollar spent contributes to the bottom line, ultimately fostering sustainable growth in an increasingly competitive landscape. Haptic Feedback and Spatial Computing: Enhancing user experiences with touch and AR/VR interactions.

Trends 108

Trends Technology Tips Marketing 108

SurveySensum

NOVEMBER 25, 2024

Source : G2 , Medallia Review, Oct 11, 2024 2. Poor Customer Service Customer service is one of the major deciding factors when it comes to choosing any new tool. However, this is a problem area for Medallia, as addressed by many users. Source : G2 , Medallia Review, Nov 5, 2024 5.

NPS 52

NPS Analytics Omni-Channel Survey 52