Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

InMoment XI

NOVEMBER 13, 2024

Lowering the churn rate contributes to a stronger, more loyal customer base. It provides a competitive advantage. With insights into customer behavior, you can act faster and smarter than competitors. It provides stronger customer insights. It helps you understand different customer segments better.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

JULY 13, 2023

The discussion around preparation also highlighted the importance of assessing product alignment with target customers, the risks of non-compliance, and the benefits of adopting a customer-first approach. Ensuring the needs of vulnerable customers are met was also discussed as a crucial aspect of achieving desired outcomes.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. Rather, it will provide service teams with an opportunity to foster more one-to-one connections with their customer base.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

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

Calabrio

FEBRUARY 28, 2025

This process is particularly useful in the contact centersite of countless, and crucial, customer conversationswhere it enables businesses to optimize operations, enhance customer experiences, and drive more strategic decision-making. These findings confirm the need for voice analytics software for full customer insights.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

Forrester's Customer Insights

APRIL 21, 2021

Storytelling is an essential skill that inherently engages audiences and makes content distinctive and memorable. Yet, B2B marketing professionals often struggle to create compelling stories.

Competitive Advantage 64

Competitive Advantage Brands B2B Engagement 64

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. CX Managers dont just react to problems, they anticipate them.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. Meanwhile, the customer insights highlight intent and sentiment in a conversation to gauge satisfaction levels.

Trends 195

Trends Sales Analysis First Call Resolution 195

Win the Customer

NOVEMBER 29, 2024

Informed Decision-Making: Customer journey maps provide valuable insights that can inform product development, marketing strategies, and customer service initiatives. Competitive Advantage: By understanding your customers better than your competitors, you can gain a significant advantage in the market.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Alida

APRIL 4, 2017

As these examples show, investing in technologies that bridge offline and online experiences can provide a significant competitive advantage. Understand customer habits. Home audio brand Sonos, for instance, recently opened a “listening boutique” store, where customers can experience the company’s innovative products in person.

Retail 191

Retail Innovation Strategy Omni-Channel 191

Vonage

OCTOBER 2, 2017

Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral. Design a Branded Customer Experience: That the organisation can deliver seamlessly across all channels.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Vonage

SEPTEMBER 15, 2017

Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral. Design a Branded Customer Experience: That the organisation can deliver seamlessly across all channels.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Incorporate CX performance indicators into employee compensation structures across departments.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

Lumoa

NOVEMBER 10, 2021

72% of customers only choose to engage with brands that use personalized messaging, which means that companies that take the time to get to know their customers can gain a serious competitive advantage in attracting, engaging, and retaining customers.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

InMoment XI

FEBRUARY 5, 2024

This can be a powerful motivator for potential customers who are considering a purchase or service. Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers. This can help identify pain points and lead to making decisions that positively impact the customer experience.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

Forrester's Customer Insights

MAY 29, 2019

Buzzwords are the bane of my existence! As a former SaaS tech marketer, I’ve used my fair share. Since joining Forrester a month ago as an analyst on the Security and Risk team, one of the buzzwords I’m hearing most is RegTech. RegTech isn’t just hype. Forrester defines RegTech as the technology-enabled transformation of the […].

Competitive Advantage 43

Competitive Advantage Technology Marketing Customers 43

CSM Magazine

APRIL 12, 2023

Join an expert panel of leading CS & CX executives: Wilson Nieves, SVP Customer Experience, Citizen Watch Group Vanessa Roknic, Director, Digital Transformation & Innovation, Novo Nordisk Grant Hartanov, Senior Director, Unified CXM Best Practices Group, Sprinklr Josh Wheeler, Strategic Director, Customer Service & Experience Portfolio, (..)

Customer Insights 52

Customer Insights Competitive Advantage Groups Customer Journeys 52

NICE inContact

NOVEMBER 26, 2018

Clearly the pendulum had swung too far in one direction and a total focus on cost reduction led to some notable hiccups in customer satisfaction and retention for early adopters. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

InMoment XI

SEPTEMBER 5, 2024

VoC data is also a valuable source of insights for innovation. Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

QuestionPro Audience

MAY 22, 2019

Here are the advantages of partnering with QuestionPro to cater to all your B2B panel needs. Produces customer insights & lists. Measures the changing needs of customers. Strengthens their competitive advantages. Gains competitive intelligence. 22 million panelists across 32 countries.

B2B 170

B2B Tips Survey Competitive Advantage 170

Forrester's Customer Insights

APRIL 7, 2021

Jump scares are those crazy moments in films, video games, horror films, or haunted attractions that are usually preceded by a quiet moment and have you involuntarily jumping. You are responding to a rush of adrenaline.

Competitive Advantage 39

Competitive Advantage Video Customers 39

Optimove

FEBRUARY 18, 2025

Whether determining which products to promote and when or adjusting stock levels, data offers clear, evidence-based insights that drive smarter decisions. Improved Customer Insights :Understanding customer behavior and preferences is critical to creating personalized experiences.

Retail 52

Retail Analytics Data eBook 52

Thematic

FEBRUARY 12, 2025

Refine app features and usability based on real-time customer insights. Improve customer engagement by responding to emerging sentiment trends. Why Real-Time Matters ✅ Immediate response to customer complaints = better CX A fast resolution can turn an unhappy customer into a brand advocate.

Social Media 62

Social Media Analytics Analysis Trends 62

Alida

NOVEMBER 1, 2018

Customers are a great source of ideas about what product or experience enhancement to pursue. Giving them the opportunity to contribute further deepens the relationship on its own but it also offers a competitive advantage – bringing ideas to improve or introduce products and services to the product teams.

Feedback 147

Feedback Exercises Analysis Effort Score 147

InMoment XI

NOVEMBER 15, 2023

For example, a retail company can use analytics to identify which products are most popular during specific seasons, allowing them to optimize inventory and marketing efforts to meet customer demands accurately. Competitive Advantage : Companies that prioritize customer experience often outperform their competitors.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Alida

NOVEMBER 28, 2017

The company’s insight community is its main source of customer insight and its primary CRM tool, she said, so being process-driven is essential for successfully managing the volume of input. She recommends having a point of contact for each insight community.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100