Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 320

Survey Banking NPS Effort Score 320

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

OCTOBER 23, 2024

Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

NOVEMBER 29, 2024

Open-Ended Questions: Uncovering In-Depth Customer Insights Open-ended questions let users share detailed feedback about what impressed them or caused frustration. These questions give customers the freedom to express themselves in their own words, uncovering valuable insights that you might not have considered.

Survey 120

Survey Ecommerce Feedback e-support 120

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

eglobalis

JULY 31, 2024

Bayer (Europe) Acquia supports Bayer by offering a robust content management system and personalization tools that enhance digital experiences and streamline customer interactions across various channels. Juniper Networks (NAM) Juniper Networks utilizes a comprehensive MarTech stack for content management, event marketing, and advertising.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Alida

AUGUST 12, 2016

Rather than taking the traditional advertising route, some brands are shifting marketing dollars to events where Millennial consumers can experience the brand in action. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. Traditional means of recruitment in customer insight don‰’t necessarily work with Millennials.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

Alida

NOVEMBER 14, 2019

We celebrated our customers at Insights Day events across the globe, presented our vision and business strategy at Forrester’s CX SF , and went online with Argyle to talk about the customer experience with hundreds of marketing and CX professionals.

Consumers 171

Consumers Company Customer Insights Strategy 171

Alida

OCTOBER 16, 2019

Over 500 insights, marketing, product, and customer experience (CX) professionals joined Vision Critical at our global Insights Day event series in New York City, London, Paris, and San Francisco to talk about the present and the future of the insights industry. For the last four weeks, we’ve been on tour.

Data 32

Data Brands Customer Insights Industry 32

InMoment XI

OCTOBER 29, 2024

As a result, you will earn emotional buy-in from customers, turning them into loyal advocates. Create spaces where your customers can connect with each other and your brand. This can happen through social media, forums, or events. Engage regularly by sharing content, hosting discussions, or offering exclusive insights.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Forrester's Customer Insights

JULY 8, 2024

Over the past four years, marketers have navigated unprecedented change in the B2B event sector as first the pandemic and then inflation impacted their plans.

B2B 61

B2B Trends Survey Marketing 61

eglobalis

OCTOBER 1, 2017

The CXPA supports the professional development of its members and advances the field of Customer Experience, Customer Insights, People Experience, Analytics, Sales, Marketing and Care. Events connecting CX and the Global Industry Experts . Sponsorship and engagement in global events. Discussion Boards.

Customer Experience Professionals 157

Customer Experience Professionals CEM Customer Experience Customer Experience Management 157

Thematic

NOVEMBER 17, 2024

Hopin’s Hypergrowth and the Feedback Challenge When I first joined Hopin, the company was still in its early stages—just 70 of us, all working together to create virtual event experiences that felt more connected. Customers were thrilled, and it solved a real pain point we might’ve missed without Thematic.

Data 62

Data Feedback Analysis Trends 62

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Here’s an overview of their Q&A: What Is the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game.

ROI 195

ROI Insurance Tips Healthcare 195

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. There were — happily! trade shows).

B2B 0

B2B Leadership Data Technology 0

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

Alida

MAY 16, 2018

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. The evening revealed how some of the world’s biggest brands are integrating customer feedback into every decision. I included some highlights below.

Groups 154

Groups Advertising Brands Customer Insights 154

Optimove

DECEMBER 19, 2024

Download Now In Summary Turning holiday shoppers into lifetime customers requires a strategic approach that focuses on data collection, exceptional customer experiences, and fostering loyalty through personalized communications and incentives.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59

Win the Customer

NOVEMBER 29, 2024

Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Gather Customer Insights: Conduct surveys, interviews, and focus groups to gather feedback from customers. Analyze customer reviews and social media comments. Post-Purchase: What happens after the purchase?

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Alida

JUNE 29, 2016

Improve the understandability of your customer insight using the charts that are most applicable to your question types and findings. Make customer insight easy to consume for your stakeholders and team members. We’ll be announcing more exciting additions to our software at the 2016 Customer Intelligence Summit.

Communication 140

Communication Data Innovation Analysis 140

Calabrio

OCTOBER 14, 2019

Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning.

Conference 33

Conference Connections Strategy Entertainment 33

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Forrester's Customer Insights

FEBRUARY 6, 2025

Forrester’s annual B2B event trends survey is back! We invite all B2B event leaders and practitioners to participate and gain access to the latest B2B event market trends to help shape their event strategy over the next 12 months.

B2B 26

B2B Trends Survey Marketing 26

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

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events.

Sports 59

Sports Retail Multi-Channel Effort Score 59

CSM Magazine

APRIL 12, 2023

Without a holistic understanding of this data, your organization cannot support seamless customer experiences. That’s why Reuters Events is inviting you to attend their upcoming webinar ‘Overcoming Adversity: Drive insights into action with AI-powered listening and consumer intelligence’! Hope to see you there!

Customer Insights 52

Customer Insights Competitive Advantage Groups Customer Journeys 52

Lumoa

NOVEMBER 21, 2023

Swiftly turn insights into action: Focusing on actionable insights has never been easier. Lumoa helps you to do it more methodically and fast by creating events. Create automated events: Act on feedback in real-time by creating automated events that get triggered when you receive a certain type of feedback.

Analysis 195

Analysis Feedback Social Media Chatbots 195

SurveySensum

SEPTEMBER 17, 2024

Invitation to a Special Event Inviting promoters to an event fosters a deeper connection and shows appreciation for their support. It helps build a community around your brand and can turn loyal customers into brand advocates. Subject: You’re Invited: Join Us for a Special Event! Best wishes, [Your Name] [Your Company] 4.

NPS 52

NPS Customer Insights Customer Satisfaction Feedback 52

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . Conversely, you do not want NPS to be tied to a specific event.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

SEPTEMBER 25, 2024

.” — Csaba Dancshazy Senior Market Research Manager Fitness Lifestyle & Events Tough Mudder Inc. has grown to become a leading active lifestyle brand and endurance event company with more than 2.5 However, the volume and the qualitative format of their post-event surveys make it challenging to garner insight.

Data 195

Data Social Media Net Promoter Score Analysis 195

Forrester's Customer Insights

FEBRUARY 27, 2024

Forrester’s B2B event trends survey is back and we invite you to participate! Everyone completing the survey will gain access to the latest market trends and crucial information on building an audience-centric, integrated event strategy within their organization.

B2B 55

B2B Trends Survey Marketing 55