Forrester's Customer Insights

JULY 8, 2019

Consumer connected devices are presenting increasingly attractive targets to cybercriminals, putting home networks and potentially enterprise assets at risk.

Connections 44

Connections Consumers Employee Experience 44

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. CMOs are fully aware of the importance of customer data to personalise experiences. The employee data tsunami is […].

Employee Experience 27

Employee Experience Customer Experience B2C Brands 27

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. How Superior Employee Experience Drives Superior Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Customer Bliss

JANUARY 12, 2018

In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience. Solve Problems and Go Beyond Customer Expectations.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

GetFeedback

MAY 9, 2019

If you’re like most, you probably had a much easier time recalling a poor experience than a good one. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. www.verdane.com.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Guidelines 129

Think Customers

JUNE 16, 2022

To truly stand apart from competitors and be something customers want to keep coming back to, brands must embrace the Total Experience – a more holistic, unified experience for everyone who engages with a brand (employees, customers, partners, and other key stakeholders).

Customer Journeys 52

Customer Journeys Telecommunications Touchpoint Brands 52

Forrester's Customer Insights

FEBRUARY 24, 2020

But while governments struggle to standardize security protocols for the IoT market, employees, and companies by extension, remain vulnerable to a slew of unsecured devices entering their home networks and expanding their attack surface. […].

Company 37

Company Consumers Government Data 37

Dapresy

FEBRUARY 19, 2020

Stockholm, Sweden – February 19th, 2020 – Verdane , the Northern European specialist growth equity investor, has acquired Confirmit , the leading global solutions provider for Customer Experience (CX), Employee Experience and Market Research. www.verdane.com.

Multi-Channel 52

Multi-Channel Software Report Analytics 52

Avaya

JANUARY 16, 2018

This provides a tremendous capability beyond what we had even on our mobile devices, and it indicates something very important to watchful businesses: technology becomes real when it gets in the hands of the consumer. Connecting your digital experience is here and now. Think smaller in 2018…specifically, mobile apps.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars. Consider the female consumer. Carsguide.com.au

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Qualtrics

OCTOBER 22, 2021

Customer data platforms (CDPs) can serve as a central source that streams real-time customer and event data directly to endpoints like Qualtrics. What is a Customer Data Platform? A customer data platform (CDP) is a technology platform dedicated to consuming, resolving, and distributing customer data across an organization.

Data 26

Data Customer Experience Touchpoint Feedback 26

delighted

MARCH 9, 2021

Companies and researchers collect data year-over-year that support the need for a dedicated customer service strategy: 90% of customers find customer service important when choosing a brand. 78% of customers are likely to forgive a business for a mistake if they were provided exceptional customer service.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We What’s more, it’s an intuitive platform that anybody can use.”

Banking 208

Banking Feedback Management Culture 208

Forrester's Customer Insights

MAY 28, 2019

This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

eglobalis

SEPTEMBER 16, 2024

Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions.

B2B 310

B2B Strategy Customer Experience Customer Journeys 310

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Forrester's Customer Insights

JANUARY 31, 2022

Social Values, Employer Branding, And Econ 101 The role of social values in motivating consumer behavior is a topic that gets a lot of attention. We’ve even built an econometric model to identify and size consumer segments with the greatest likelihood to purchase based on social considerations.

Brands 26

Brands Consumers B2C Employee Experience 26

Wootric CX Blog

FEBRUARY 14, 2019

Why we love David : He’s VP of Customer Insights at Ancestry.com. A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Forrester's Customer Insights

NOVEMBER 21, 2023

Read Forrester’s insights on how to maximize their potential this season. As retailers enter their busiest period, leveraging store associate tools is a must.

Retail 55

Retail Tools How To Consumers 55

SurveySensum

FEBRUARY 24, 2022

Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . But you have to put effort into understanding the emerging customer insights and make the required improvements possible. . What is a customer feedback tool?

Tools 52

Tools Feedback Multi-Channel NPS 52

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Self Service 52

Self Service Healthcare Employee Experience Innovation 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Help Scout

JUNE 22, 2021

It’s easier to make a sale when your customers feel supported, and word-of-mouth marketing after an extraordinary experience is one of the best pitches on the market. For 86%, good customer service turns one-time clients into long-term brand champions. A good customer service experience heavily impacts recommendations.

Customer Service 130

Customer Service Social Media Self Service Knowledge Base 130

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. 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

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. 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

Playvox

MARCH 19, 2024

Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. AI analytics tools can quickly transform customer sentiment into valuable customer insights and help them map the customer journey and even predict market trends.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Qualtrics

OCTOBER 19, 2021

ServiceNow provides a smoother and more impactful way to put an organization’s insights into action. Customers leverage the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform to quickly act on customer insights.

Meeting 52

Meeting Innovation Consulting Employee Experience 52

Think Customers

OCTOBER 11, 2021

Open-ended questions can reveal amazing insight. But when reviewed manually, open-ended questions can be difficult and time-consuming to analyze. Identifying phrases and trends in past conversations can drive future interactions that take “what works” and foster excellent customer and employee experiences.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

SurveySensum

FEBRUARY 11, 2022

And it is a very time-consuming and inefficient process. . This cloud-based solution provides leadership board, employee communication, and employee loyalty modeling capabilities. . It offers a Voice of the Customer (VoC) feature that alerts and allows everyone to listen, comprehend, and impart customer stories. .

Touchpoint 52

Touchpoint Survey NPS Analysis 52

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Wootric CX Blog

MARCH 9, 2021

Your overall NPS score will let you know how you’re doing across every customer. However, your customers aren’t just one block of users. Our marketplace customers like GrubHub and Deliveroo have both consumers and restaurant owners using their app, and those two groups have different needs.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

Bold360

DECEMBER 1, 2016

Mark Harrington is Vice President of Marketing for Clutch , a leading Consumer Management platform, delivering innovative marketing solutions to over 60 million customers of premier brands like Crabtree & Evelyn, Godiva, Meineke, and Rawlings. I’m an advocate of technology to improve the customer experience.

Software 40

Software Customer Experience Company CRM 40

C Space

NOVEMBER 21, 2019

And when customers embrace or reject a product or service, the values underlying their response will tell you a great deal about business success in the long term. THE CUSTOMER EXPERIENCE CODE. We’ve spent the last five years working with more than 100,000 US and UK consumers to understand this behavior better.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66