Experience Investigators by 360Connext

OCTOBER 26, 2017

Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. and changes how their team measures customer experience. It’s great that your Customer Insights Team is privy to the reports.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

InMoment XI

NOVEMBER 26, 2024

Customer Journey Map Template Customer Journey Mapping Toolkit Download our customer journey mapping guide today to get five customer journey map templates and case studies on organizations that have successfully used customer journey mapping to improve customer experience. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Discover what performance coaching is and why your CX team could use it.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Storyminers

MAY 27, 2020

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. Check out: The Top 100 Customer Experience Blogs You Need To Be Reading Click To Tweet Thanks Chattermill! We are also recognized as a top Digital Marketing Company by DesignRush.

Case Study 147

Case Study Comparison Study Analytics 147

Alida

DECEMBER 9, 2016

Customer journey mapping should always start with an understanding of who your customers are. Ask for customer feedback to help uncover the main goals, thoughts, feelings, expectations and opinions of your personas. Customer insight is especially important when certain personas expect varying levels of service.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Storyminers

NOVEMBER 17, 2016

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. bctt tweet=”Check out: The Top 100 Customer Experience Blogs You Need To Be Reading” username=”mikewittenstein”]. Thanks Chattermill!

Case Study 133

Case Study Comparison Study Analytics 133

Alida

OCTOBER 17, 2023

Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.

Case Study 130

Case Study Retail Study Industry 130

AWS Machine Learning

OCTOBER 16, 2024

This allowed Intact to transcribe customer calls accurately, train custom language models, simplify the call auditing process, and extract valuable customer insights more efficiently. This has also contributed to a near-zero failure rate during deployment.

Customer Service 84

Customer Service Contact Center Insurance Financial 84

Happy or Not

NOVEMBER 13, 2024

It showed how personalized support and customer-centric solutions can result in happy customers who feel valued. This is a great customer service example of how to address customer issues to exceed customer expectations proactively. Read the full case study here 2. Read the full case study here 3.

Examples 36

Examples Customer Service Case Study Hospitality 36

InMoment XI

MARCH 21, 2025

For example, if your tool reports that customers say no because theyre unfamiliar with your brand, teams can incorporate social proof elements, like customer testimonials and case studies, into future pitches to put potential customers minds at ease. Luckily, customer insights teams can always use CI.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

NICE inContact

NOVEMBER 8, 2019

The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. When Sabre Travel introduced plain language guidelines to help customers install flight information system, annual calls to Sabre’s help desk dropped 70%, resulting in savings of more than $2.4

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

ChurnZero

MARCH 14, 2025

1: CS provides valuable customer insights. CS knows which customers are most successful, playing a critical role in identifying a companys ideal client profile (ICP) and helping sales and marketing refine their targeting and messaging. 3: CS leads to even more new customers. Here are a few examples.

Customer Success 52

Customer Success Case Study Sales Customers 52

Storyminers

NOVEMBER 17, 2016

They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology. Check out: The Top 100 Customer Experience Blogs You Need To Be Reading Click To Tweet. Check out: The Top 100 Customer Experience Blogs You Need To Be Reading Click To Tweet.

Case Study 100

Case Study Comparison Study Analytics 100

Optimove

MARCH 20, 2025

This session covered real-world case studies and best practices for leveraging OptiWeb to increase retention, loyalty, and customer lifetime value. Attendees learned how to turn customer insights into high-impact, shareable content.

Connections 52

Connections Gamification Marketing CRM 52

Forrester's Customer Insights

MARCH 4, 2025

Then we talk about what makes their customers unique. My new case study tells the story of how OMNIA Partners built OPUS […] When I start to work with clients, I often get the question, What are the trends in B2B e-commerce? My canned response is, Prescription without diagnosis is malpractice. Lets talk about your needs.

Case Study 26

Case Study Study B2B Trends 26

Totango

FEBRUARY 14, 2020

How Customer Success and Marketing Can Work Together Effectively. When you align marketing with customer success, everyone wins. Marketing can use customer insights from the CS team to create campaigns that speak more directly to specific audiences. How can you ensure these two teams collaborate effectively?

Customer Success 99

Customer Success Marketing Case Study Study 99

Optimove

NOVEMBER 28, 2024

The Importance of Data-Driven Marketing : Optimove’s customer insights and predictive analytics enable marketers to craft highly targeted campaigns, ensuring maximum impact from this unique blend of retail and sports fan engagement.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Maz Iqbal

OCTOBER 2, 2014

Filed under: Case Studies , Culture , Customer Experience , Customer Insight (inc VoC) , Customer Service , Management Tagged: customer experience , customer focus , customer obsession , customer service , customer-centric , Tesco.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. Compare vendors based on features, pricing, customer reviews, and industry reputation. Arrange for product demonstrations to see the software in action.

Analysis 195

Analysis Software Self Service Social Media 195

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Customer insights are only useful if they lead to action.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”.

How To 150

How To ROI Policies Analysis 150

delighted

OCTOBER 22, 2019

Using Delighted to monitor NPS keeps HotelTonight tuned into industry trends, first impressions, and other pieces of valuable customer insight. “If If you don’t measure NPS, you’ll never fix the root cause of customer problems,” says Richardson. It pays to earn promoters: customer loyalty and NPS.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Lumoa

OCTOBER 12, 2020

It’s also relayed to the marketing teams, who use real-life examples of customers asking for the feature to inform marketing materials. Promoter sound bites get sent to marketing as potential case studies or candidates for reviews. The product team conducts an NPS survey.

Feedback 195

Feedback How To NPS Customer Centricity 195

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs. Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

AUGUST 13, 2024

They work closely with businesses to understand their unique challenges, goals, and operational context, and then provide customized insights and recommendations. To get a sense of how solutions platforms perform, read reviews, case studies or third-party reports such as Forrester Wave for text analytics.

Software 195

Software Social Media Analytics Return on Investment 195

CX Journey

AUGUST 29, 2018

Gerry also has some typically frank and useful advice on metrics, including why NPS or CES are not enough; you need to think more carefully about metrics and customer insight. It helps so much that Gerry continues to see things through a customer lens and complain when things go wrong.

Case Study 86

Case Study Hotels Consulting Culture 86

Amity

JUNE 16, 2014

The benefit of building a customer success platform is that your own customer success team can use it – and we do. And what we’ve discovered, and confirmed with our customers, is that taking action makes a difference in customer success. It enables predictable delivery of customer success.

Customer Insights 48

Customer Insights Customer Success Case Study ROI 48

InMoment XI

NOVEMBER 15, 2023

Increased Cross-Selling and Upselling Opportunities: Understanding customer preferences and behaviors enables businesses to identify opportunities for cross-selling and upselling. By tailoring product recommendations and promotions based on customer insights, companies can increase revenue from existing customers.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Lumoa

DECEMBER 19, 2023

This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 195

Analysis Social Media Trends Feedback 195

Retently

MARCH 17, 2025

They track operational KPIs, not customer insights. For example, if shipping delays are a growing complaint, the report will highlight it, show customer impact, and suggest the next steps for resolution. The Balanced Middle-Ground Approach: Best of Both Worlds Why choose between data and insights when you can have both?

Report 90

Report How To Effort Score NPS 90

ClearAction

DECEMBER 11, 2018

(Note: this article focuses on Marketing’s understanding of customer journeys. Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. It provides vocabulary for consistent messaging to each of four core customer personas and to employees.”.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Maz Iqbal

SEPTEMBER 18, 2014

And why it is that the standard-commonplace approaches (hard, soft, hard+soft) to organisational change and customer-centricity do not work. Like they did not work for InterLodge. Thanks for listening, I hope you got value out of the conversation.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

ShepHyken

DECEMBER 4, 2020

Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements. Customer Experience Roadmap Case Study. And it is well worth the effort – for you, your brand, and your customers. It takes time.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

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