C3Centricity

DECEMBER 10, 2024

Accenture ) Expanded Case Study: Spotifys “Wrapped” Campaign Spotifys “Wrapped” campaign exemplifies how personalisation can drive engagement. Demand Metric ) Expanded Case Study: IKEAs AR Revolution IKEAs “Place” app transformed the way consumers interact with furniture online.

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

JANUARY 13, 2025

Here’s a Look at Five Early Users of the Bots [link] AI Case Study and Customer Stories | Microsoft AI [link] Everything You Need to Know About AI in Customer Service – Salesforce [link] AI for Customer Service & Support | Salesforce US [link] AI customer service for higher customer engagement | McKinsey [link] Customer Case Study: (..)

Customer Experience 398

Customer Experience Marketing Chatbots e-support 398

eglobalis

OCTOBER 21, 2024

Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. Understanding when to adapt or deviate from these practices is crucial for long-term customer trust and operational efficiency.

Social Media 491

Social Media Feedback Engagement Company 491

Heart of the Customer

MARCH 18, 2025

Which […] The post A Study on How the World Makes B2B Supplier Contract Decisions appeared first on Heart of the Customer. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability.

B2B 78

B2B Study Groups Customer Experience 78

eglobalis

NOVEMBER 12, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses – [link] Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated – [link] Data Sources “It’s Time for a More Customer-Centric Approach in B2B Services” – Bevelroom Consulting, [link] “Why Customer Centricity Is a Must (..)

Customer Centricity 504

Customer Centricity Strategy B2B Consulting 504

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

MARCH 13, 2025

In fact, B2B CX leaders tend to achieve higher growth and resilience; one study found top CX performers in B2B enjoyed substantially higher margins and even delivered three times higher shareholder returns in downturns compared to their lagging peers. Present case studies and industry benchmarks that show measurable gains from CX investments.

Leadership 229

Leadership B2B B2C Effort Score 229

ECXO

NOVEMBER 25, 2024

Instead, it studied data from multiple sectors, realizing that an API enhancement would benefit its global customer base. Chasing niche demands risks alienating your broader user base. Example: When Salesforce received requests for deeper CRM integration, it didn’t simply respond to the enterprise client asking for it.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

NOVEMBER 5, 2024

When I was learning the art of public speaking, I studied his videos to understand his unique style. Solis combines storytelling with data and practical insights, creating presentations that are both inspiring and thought-provoking.

Leadership 454

Leadership Innovation Social Media Trends 454

rethinkCX

MARCH 4, 2025

At rethinkCX, weve studied these standouts, distilling what makes their CX soar. Lets dive into four case studies of brands excelling in customer experienceand uncover lessons your call center can steal. Case Study 1: Zappos The Joy of Going Off-Script Zappos, the online shoe retailer, isnt just selling footwearits selling happiness.

Case Study 52

Case Study Study Brands Customer Experience 52

GetFeedback

DECEMBER 16, 2020

Find out three top findings from our recent CX study and discussion with senior CX leaders. COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay?

Trends 459

Trends Customer Experience Study Customers 459

eglobalis

DECEMBER 17, 2024

A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings. AI-Powered Personalization: Redefining Customer Journeys AI is revolutionizing customer interactions through personalization at scale.

Net Promoter Score 328

Net Promoter Score Effort Score B2B NPS 328

IntouchInsight

OCTOBER 2, 2023

For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors. This time-based study uses mystery shopping to measure the performance of 10 leading quick-serve restaurant brands, including:

Data 347

Data Study Measurement Trends 347

eglobalis

DECEMBER 11, 2024

Learning from successful case studies and implementing robust experimentation strategies allow organizations to navigate the complexities of CX and achieve sustained success. These include improved customer satisfaction, higher conversion rates and enhanced customer loyalty.

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions.

Healthcare 447

Healthcare Culture Travel ROI 447

C3Centricity

JANUARY 25, 2025

In today’s rapid-fire digital environment, annual brand tracking studies are like using a sundial to time a sprint. McKinsey’s 2024 Consumer Insights report reveals that 71% of brands still rely on annual studies, missing crucial market shifts. Unilever found their segments were outdated within three months of creation.

Marketing 156

Marketing Strategy How To Analytics 156

eglobalis

JANUARY 20, 2025

A McKinsey study found that 70% of B2B customers identify reliability as the most critical component of their supplier relationships. B2B clients value consistency because disruptions in delivery can have cascading effects on their operations, ability to generate revenue and can impact the perceived value of their investment.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

InMoment XI

NOVEMBER 26, 2024

Effort of Integration In a recent study, organizations that use customer journey mapping solutions said that the number one thing their provider needs to improve is the ease with which data sources are integrated.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

MARCH 28, 2022

InMoment for Regulatory Compliance in Action: A Quick Case Study. InMoment has helped brands across healthcare, biotechnology, pharmaceuticals, financial services, and more, but today we will share a financial services case study.

Case Study 370

Case Study Financial Analysis Healthcare 370

InMoment XI

OCTOBER 12, 2022

In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. Study your brand’s customer journey, gather feedback, and identify ways to increase the amount of personal contact during the process of resolving a customer issue. That’s where a closed-loop system comes in!

System 370

System Chatbots Fashion Study 370

IntouchInsight

SEPTEMBER 5, 2023

As we prepare for the release of our 23rd Annual Drive-Thru Study , we wanted to look at how some innovative drive-thru locations are performing compared to their counterparts. A recent survey of 1,894 everyday consumers across North America revealed that 74% of customers feel technology has made dining at restaurants more convenient.

Study 317

Study Innovation Survey Consumers 317

InMoment XI

MAY 4, 2022

Employee Benefit Trends Study , which reported that employee loyalty was at a 3-year low. However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. “I’d

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

C3Centricity

FEBRUARY 21, 2023

Increased customer loyalty According to a study by Temkin Group, companies with a strong customer-first culture see an 89% increase in customer loyalty compared to those who don’t prioritize the customer’s experience. Higher customer lifetime value Companies that put the customer first have a higher customer lifetime value.

Strategy 296

Strategy Culture Study Loyalty 296

ECXO

OCTOBER 23, 2024

Case Studies These case studies showcase tangible results, demonstrating the effectiveness of AI in addressing specific challenges: · Sephora : Sephora integrated AI through a chatbot, Sephora Virtual Artist, which allows customers to virtually try on makeup. 123 Real-World Success Stories for Your Inspiration 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

C3Centricity

OCTOBER 10, 2023

Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.

Marketing 296

Marketing Study Customers Analysis 296

ECXO

NOVEMBER 26, 2024

Case Studies: Learning from Real-World Examples For you to get inspired, let’s take a look at some real-world examples of how companies handle (or mishandle) their reliance on unicorns: 1. Build a Resilient Team Culture : Foster a culture where everyone feels responsible for customer satisfaction.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

OCTOBER 24, 2022

Survey methodology, on the other hand, is the study of survey methods. Essentially, survey methodology studies sampling techniques and practices and determines the accuracy, so researchers of all kinds can improve their methods and get more accurate results. Survey methods are how you get data.

Survey 370

Survey Analysis Study Data 370

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

Meeting 284

Meeting Report Trends Study 284

InMoment XI

MAY 24, 2022

And after a day of illuminating case studies, we’ll take in the lights of Vivid Sydney from the best vantage point in town—dinner and drinks onboard our spectacular harbour cruise! More than 200 of the top CX professionals in Australia attend the XI Forum each year. Spectacular Entertainment.

Entertainment 370

Entertainment Case Study Conference Leadership 370

ECXO

NOVEMBER 19, 2023

Jan-Erik Baars, a distinguished expert in design management, currently leads the advanced studies program in Design Management at the University of Applied Science in Lucerne, Switzerland. Beyond NPS: Advanced Customer Feedback Techniques Who is Prof. Jan-Erik Baars Prof.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367