Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Compelling Brand Values: Brand promises drive how the organization treats customers. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.

Government 49

Government Leadership Customers Strategy 49

Forrester's Customer Insights

SEPTEMBER 2, 2019

Weak Government CX Harms Mission Performance As customer expectations keep rising, governments around the world struggle to improve customer experience (CX).

Government 52

Government Customer Experience Customer Expectations Customers 52

Forrester's Customer Insights

JUNE 22, 2021

We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture.

Government 40

Government Culture Customer Experience Customers 40

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Compelling Brand Values: Brand promises drive how the organization treats customers. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8

Marketing 81

Marketing Touchpoint Government CRM 81

Experience Investigators by 360Connext

AUGUST 9, 2022

Teams crave real direction and are told again and again to just “do customer experience better.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? That cross-functional team works on behalf of the customer and the organizational goals.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Forrester's Customer Insights

OCTOBER 16, 2020

Technology transformation is a fundamental lever to change the working of government overall.

Government 36

Government Technology Customer Focused Customers 36

InMoment XI

SEPTEMBER 25, 2024

Traditional customer churn prediction models rely on transaction histories and demographics data but fail to incorporate consumer-generated input with real customer sentiment. “By By teaming with InMoment, Tough Mudder is able to report Net Promoter Scores and review participant feedback within a week of every event.

Data 195

Data Social Media Net Promoter Score Analysis 195

Bob Hayes

OCTOBER 23, 2017

We asked customer professionals if 25 different practices across 5 customer program components (In the survey, we combined Strategy and Governance) described their current customer program. Provide evidence regarding the quality of the customer data (method). Customer programs generate a lot of data.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

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

ClearAction

DECEMBER 31, 2015

Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature.

Strategy 48

Strategy Customer Experience ROI Sports 48

Forrester's Customer Insights

MAY 31, 2018

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

Government 30

Government Customer Experience Customers Measurement 30

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. and ultimately—to be right.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8

Marketing 52

Marketing Touchpoint Government CRM 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. 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

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Analytics Practices in Customer-Centric Programs.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Forrester's Customer Insights

SEPTEMBER 19, 2022

When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed. I can’t rightly say when the balance tipped in favor of mobile access over desktop, but we’re here now — […].

Government 26

Government Tips Customer Experience Management Technology 26

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Customer Experience 49

Customer Experience Government Management Employee Experience 49

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. 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

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

SurveySparrow

JULY 31, 2023

SurveySparrow’s customer feedback platform empowers businesses to collect, analyze, and act on customer insights seamlessly. With intuitive survey creation, advanced analytics, and real-time reporting, the tool enables you to unlock the full potential of voice of the customer analytics. You know what?

Analytics 52

Analytics Social Media CEM Effort Score 52

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 40

Feedback Survey Case Study Analytics 40

InteractionMetrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. AI that thinks like your team : We prioritized software that uses AI to spot patterns humans might miss, so you can easily glean insights that might otherwise go overlooked.

Software 52

Software Multi-Channel Contact Center Social Media 52

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Clarabridge

MARCH 30, 2017

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.

Survey 40

Survey Customer Experience Strategy Analytics 40

Qualtrics

JUNE 1, 2021

As we saw in the countless examples at Qualtrics’ WorkDifferent event , there are two critical capabilities that help set organizations and governments apart in our rapidly changing world. First, it’s the ability to design impactful products and experiences that are centered around a deep understanding of consumer expectations.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

Martin Hill-Wilson

SEPTEMBER 22, 2016

There is a ton of it: from government level, to research firms and individual brands using research to prove a market demand. It’s all useful if you remember the golden rule of customer insight. In other words, it needs to be understood as a commitment for the foreseeable future. Let’s first tackle existing research.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

Forrester's Customer Insights

JUNE 7, 2024

Navigate the choppy and always exciting waters of artificial intelligence (AI) with Forrester’s analysts.

Software 36

Software Data Government Chatbots 36

Forrester's Customer Insights

FEBRUARY 10, 2022

Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.

Employee Experience 26

Employee Experience Technology Customer Experience Government 26

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

Banking 22

Banking Insurance Financial Return on Investment 22

Qualtrics

DECEMBER 15, 2021

The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focus government policies, programs, and services on the people they are designed to help. Learn more about Qualtrics' solutions for government.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26