InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives.

ROI 260

ROI Customer Experience Net Promoter Score Effort Score 260

ECXO

AUGUST 19, 2024

All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Journeys 355

Customer Journeys Customer Experience Net Promoter Score Effort Score 355

MiaRec

AUGUST 19, 2024

Do you wish you had more insight into why your customers call your contact center? Or do you already have a Topical Analysis tool in place and wonder if upgrading to the new Generative AI-based tools is worth it? Here at MiaRec, we have helped hundreds of contact centers better understand the Voice of their Customers by offering Topical Analytics and other Voice Analytics solutions for years.

Analytics 69

Analytics Contact Center Analysis Tools 69

Optimove

AUGUST 19, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Marketing 76

Marketing Brands Customers 76

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Adrian Swinscoe

AUGUST 19, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

Customer Service 59

Customer Service Customers How To Customer Focused 59

SurveySensum

AUGUST 19, 2024

Recently, Mike was looking for brand-new Nike shoes so he visited their website. When he found the perfect pair, he added them to his cart. However, he got distracted and left the website without completing the purchase. After some time, he received a personalized email reminding him about the shoes he left in the cart, encouraging him to complete the purchase.

Touchpoint 52

Touchpoint Examples Customer Journeys Social Media 52

CSM Magazine

AUGUST 19, 2024

When it comes to retirement, we all know we should save. Yet, when it comes down to actually putting money aside for our future, many of us fall short. It turns out that the reasons are often more psychological than financial. Understanding these mental hurdles and knowing how to overcome them can make all the difference in securing a comfortable retirement.

Financial 52

Financial Comparison Strategy Culture 52

Forrester's Customer Insights

AUGUST 19, 2024

Over the last 18 months, I’ve been noticing an increase in discussions about go-to-market strategy in B2B circles, just as ABM rose in popularity over 10 years ago. In particular I have observed: Platform vendors that previously badged ABM platforms are now repositioning as GTM platforms.

B2B 59

B2B Strategy Marketing 59

Optimove

AUGUST 19, 2024

Optimove, the first Customer-Led Marketing Platform, has been named a Contender in The Forrester Wave : Email Marketing Service Providers, Q3 2024. The report cites Optimove’s strength in improving marketer processes with real-time data, and delivering AI-generated recommendations, solidifying, for the company, its position as a powerhouse of both email and cross-channel marketing.

Marketing 40

Marketing Report Data Company 40

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Forrester's Customer Insights

AUGUST 19, 2024

Singapore’s FSI Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience at leading financial service providers in Singapore since 2018.

Banking 36

Banking Insurance Financial Retail 36

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. However, its effectiveness and relevance have come under scrutiny during the years.

NPS 327

NPS Net Promoter Score Effort Score Metrics 327

Forrester's Customer Insights

AUGUST 19, 2024

I’m pleased to announce the release of The Forrester Wave, Email Service Providers, Q3 2024. This makes what I believe is the 15th time I’ve authored the wave evaluation of this vendor category!

Innovation 36

Innovation Marketing Analysis Customers 36

BlueOcean

AUGUST 19, 2024

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Forrester's Customer Insights

AUGUST 19, 2024

The last several years have unleashed a wave of marketing change. Changes in media and technology have upended how consumers discover and engage with companies, and new technologies like GenAI have brought unrelenting changes to how marketing gets done.

Marketing 36

Marketing Technology Consumers Engagement 36

Optimove

AUGUST 19, 2024

Customer Engagement Solution for LiveOps & Monetization In the realm of social gaming, where every interaction counts, achieving synergy across your Acquisition, LiveOps, Monetization, and CRM teams is essential. Optimove’s Customer-Led Marketing Platform empowers your teams to streamline operations, deepen player engagement, and drive revenue growth, all from a single, unified platform.

Retail 52

Retail CRM Groups Measurement 52

Forrester's Customer Insights

AUGUST 19, 2024

When successful customers share their experience with your company, they support your brand, reach, and reputation. To ensure those successful customers are ready, willing, and able to provide references and success stories to support your brand, invest in strategic customer advocacy.

Brands 34

Brands Customers Customer Experience Company 34

Optimove

AUGUST 19, 2024

Customer Engagement Solution for LiveOps & Monetization In the realm of social gaming, where every interaction counts, achieving synergy across your Acquisition, LiveOps, Monetization, and CRM teams is essential. Optimove’s Customer-Led Marketing Platform empowers your teams to streamline operations, deepen player engagement, and drive revenue growth, all from a single, unified platform.

Sports 40

Sports CRM Financial Groups 40

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Forrester's Customer Insights

AUGUST 19, 2024

Get an inside look at the enterprise architecture strategies of this year’s EA Awards winner, Scotiabank, and learn which firms were runners-up.

Strategy 37

Strategy Technology 37

Interactions

AUGUST 19, 2024

In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.

Interaction 71

Interaction Customer Service Chatbots Customer Service Representative 71

Interactions

AUGUST 19, 2024

In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.

Interaction 62

Interaction Customer Service Chatbots Customer Service Representative 62