Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Experience Matters

DECEMBER 16, 2014

Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.

Report 325

Report Customer Connectedness Customer Experience Trends 325

Thematic

MARCH 18, 2025

They either don’t have the right tools, or they’re stuck manually sorting through thousands of comments, trying to make sense of what customers are saying. " That’s exactly why customer insights platforms are essential. What is a Customer Insights Platform? Why Should You Invest in One?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 26, 2024

Only 34% of organizations have three or more years of experience developing customer experience journey maps, and 83% struggle to identify and prioritize customer experience efforts. These examples can provide valuable insights into how different organizations across different industries have mapped their unique customer journeys.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Alida

AUGUST 12, 2016

But study after study has shown that Millennials are wildly different from Gen Xers and even from Baby Boomers, the generation that raised them. Millennials are poised to become the most educated generation in history, according to a Pew Research Center study. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

C3Centricity

JULY 23, 2024

Understanding the Potential for SMEs to Use More Customer-Centric Data Superior use of customer-centric data means going beyond basic data collection and analysis to integrate customer insights into every facet of a business. Let’s look into each of these in more detail.

Data 293

Data Customer Centricity Analysis Study 293

ECXO

FEBRUARY 3, 2025

Proactive Sales: Anticipating and Acting Ahead On the other hand, a proactive sales process revolves around anticipating customer needs and addressing them before the customer has to ask. Personalized outreach: Instead of generic communication, sales reps provide tailored solutions that feel relevant to the customer.

Sales 266

Sales Customer Experience e-support Examples 266

CloudCherry

JANUARY 22, 2018

As much as accuracy and speed of customer insights are critical in creating great experiences, so is the nature of insights. So, if the insights you generate aren’t future-looking, your CX strategies might soon turn obsolete. This was revealed in a study initiated by inContact. DELIVER FUTURISTIC CUSTOMER INSIGHTS.

Analytics 231

Analytics Study Financial Loyalty 231

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?

Analysis 396

Analysis Data How To Customer Centricity 396

ECXO

JUNE 11, 2023

Gus Speth, former dean of the School of Forestry & Environmental Studies at Yale, has been widely attributed to say: “I used to think the top environmental problems were biodiversity loss, ecosystem collapse, and climate change. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

CloudCherry

OCTOBER 17, 2019

So, if you’re looking for methods to optimize your Customer Experience, this is your lucky episode. To start with, Lynn believes in acting on the Insights we receive. And processes in the company need to get people to really act on it, to embrace it, and to embed the customer experience insights as a way of life in the company.”.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

CloudCherry

FEBRUARY 26, 2019

Customer Analytics is gaining more maturity and sophistication. As of 2018, Customer Insights Pros mine customer data from an average of six different sources for insights, employing eight analytical techniques! This speaks volumes on how Customer analytics maturity is on the rise.

Analytics 256

Analytics Report Analysis Study 256

eglobalis

SEPTEMBER 11, 2024

Finally, we will examine mini case studies of three B2B companies. How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 451

Innovation e-support Culture Customer Centricity 451

QuestionPro Audience

FEBRUARY 22, 2018

Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another. A well-written survey can provide the client with invaluable customer insights. QuestionPro Audience has compiled a list of 5 best practices to ensure you collect the best data from your research study.

Transportation 220

Transportation Survey Study System 220

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

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 187

Case Study Comparison Study Analytics 187

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Business acumen. Storytelling.

Handbook 275

Handbook Marketing ROI Social Media 275

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Calabrio

MARCH 7, 2025

However, one study found that, in 2022, the average turnover rate reached as high as 38%. Listen to and Learn from Your Customers Want to know how to really improve your contact center? Listen to your customers! Coach with Customer Insights: Use customer feedback to inform your coaching and training programs.

Call Center 130

Call Center How To Contact Center Gamification 130

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. So how do you gather the customer insight you need?

Survey 210

Survey Marketing How To Infographics 210

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

QuestionPro Audience

AUGUST 21, 2017

Asynchronous are more like online bulletin board studies and diaries. Smartphone ethnography studies, closed looped feedback, and collaborative qual are currently a big part of the online community tool box but what’s coming up in the future? QuestionPro Communities is a purpose-built community insights panel solution.

Trends 170

Trends Chatbots Study Groups 170

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Experience Matters

DECEMBER 20, 2016

This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185

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

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

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

Lumoa

NOVEMBER 19, 2017

The management feels they “knew this already” as it can take the research agency as long as 3 months to find the target group to interview, do the study and report the results. Learn More about customer experience. Don’t collect customer feedback to keep it inside of your company.

Feedback 285

Feedback Net Promoter Score NPS Survey 285

AskNicely

NOVEMBER 28, 2018

What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. This customer-fueled approach to business growth has evolved into a culture shift. 2018 NPS Benchmark Study: Results and Reactions Webinar.

NPS 150

NPS Net Promoter Score Study Groups 150

AskNicely

AUGUST 29, 2018

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift. Get this ground-breaking study today and discover how your NPS program compares.

NPS 150

NPS Net Promoter Score Metrics Customer Centricity 150

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