Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization. How do you find meaningful answers and insights in survey responses? Focus on your insights, not the data. How to analyze survey data. You’ll do yourself a disservice.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

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2023 Customer Service Contact Center Customer Centricity 207

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

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Chief Customer Officer Customer Centricity Call Center Metrics 132

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

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2008 White Paper 2019 Automotive 73

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed? What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Kustomer

NOVEMBER 4, 2020

billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. They can’t completely replace humans, but chatbots can: Provide instant answers to simple customer queries, 24/7. Collect customer data and analyze it to gain insight into customer behavior.

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2021 Customer Experience E-support Omnichannel 140

Centercode

JANUARY 29, 2020

As a research analyst for Centercode, the best part of my job is using data and research practices to uncover insights on the Customer Validation industry. Last November, my team conducted a survey of professionals across all verticals of the Customer Validation industry for the third year in a row. 2018 vs. 2019 Results.

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2020 2019 2018 Metrics 59

Forrester's Customer Insights

FEBRUARY 10, 2020

This blog was co-authored by Cole Walsh. Although flowers and chocolates won’t be enough to embrace customer experience, prioritizing CX has never been more important in order to advance your firm’s marketing maturity.

Marketing 39

Marketing 2019 Blog Insights 39

Bizagi

JANUARY 30, 2019

Importantly, it also aids the companies selling the services – likelihood of a sale is higher because of improved customer experience, and they can gain valuable insights from this data which can be fed back into their sales and marketing strategies. A joined-up view of your customer is crucial if you want to excel in experience.

Net Promoter Score 70

Net Promoter Score E Commerce NPS Effort Score 70

Bold360

FEBRUARY 19, 2020

But Bold360 arms agents with the information and tools they need to expertly resolve every customer issue. Our best-in-class agent workspace up-levels agents by displaying customer insights and real-time activity side-by-side with each chat conversation.

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Average Handle Time Customer Satisfaction 2019 Information 52

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Customer experience. More data does not equal better insights. Use VOC to inform activities in these areas: 1.

Customer Insights 59

Customer Insights 2019 Insights Customer Journey 59

Optimove

MAY 16, 2019

These solutions allow marketers to collect, analyze and act upon all customer data within one interface among the “must have” tools in the current marketer’s toolbox. And one application inside the CDP I’ve benefitted greatly from is the customer insight discovery. Focusing on insight discovery. a massive uplift.

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B2C Insights 2019 Webinar 75

Gainsight

APRIL 15, 2019

Click here to read last year’s Pulse recap blog and scroll down to the bottom. So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? Speaking of 2020, that’s the theme of Pulse 2019: 20/20. What should we do differently for Pulse 2019? So this is crazy.

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2019 2020 Hospitality Workshop 81

Forrester's Customer Insights

NOVEMBER 27, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases. But as inboxes flood with pre-Thanksgiving, Black Friday, Cyber Monday, and more offers – retailers must ask themselves: Are we ready?

Retail 37

Retail 2019 Customer Experience Blog 37

Kustomer

NOVEMBER 4, 2020

billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. They can’t completely replace humans, but chatbots can: Provide instant answers to simple customer queries, 24/7. Collect customer data and analyze it to gain insight into customer behavior.

2021 52

2021 Customer Experience E-support Omnichannel 52

Forrester's Customer Insights

DECEMBER 4, 2019

This blog post is part of Forrester’s Holiday 2019 retail series You want anyone to be able to buy from your retail website, right? News flash: You’re missing out on entire segments of your target market because of how your website is designed and coded — unless you’re part of the few brands (just 2.2% […].

Retail 34

Retail 2019 Blog Brands 34

Forrester's Customer Insights

NOVEMBER 25, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. But it’s never too late to show some appreciation for your most loyal customers. The holiday season is in full swing for retailers and shoppers alike. Campaigns are locked, loaded, and going live. Watch the video below for three of my recommendations.

Retail 32

Retail 2019 Blog Customers 32

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. Agile working in practice: drivers of success Through a combination of reading other blogs on this topic and reflecting on what I have seen in practice, I have four drivers to propose. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

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Culture Document Books 2019 53

Forrester's Customer Insights

OCTOBER 3, 2019

We’re kicking off the season with our 2019 holiday blog series – like last year, Forrester analysts will blog through December to help you […].

2019 36

2019 Retail Blog Consumers 36

Chattermill

OCTOBER 6, 2019

on 7 Oct 2019. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. The Advantages of Open Ended Survey Questions.

Net Promoter Score 40

Net Promoter Score Feedback Touchpoint Insights 40

Forrester's Customer Insights

FEBRUARY 18, 2020

This blog post is part of Forrester’s Holiday 2019 retail series. During the past few weeks, retailers have begun to release their quarter 4 earnings – which includes holiday results for many of them.

Retail 41

Retail 2019 Webinar 2020 41

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

2019 97

2019 ROI Metrics Hospitality 97

Forrester's Customer Insights

NOVEMBER 7, 2018

This was the opening sentence of my blog post accompanying Forrester’s DLT/blockchain predictions for 2018. I’m repeating it here, because it’ll continue to hold true for 2019 — with one proviso: There’s a real risk that we’ll experience the beginning […].

2019 49

2019 2018 Blog Technology 49

CX Journey

JUNE 25, 2019

This post originally appeared on Paul's site on March 9, 2019. Agile working in practice: drivers of success Through a combination of reading other blogs on this topic and reflecting on what I have seen in practice, I have four drivers to propose. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

Culture 32

Culture Document Books 2019 32

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

delighted

SEPTEMBER 27, 2019

Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. Overwhelmingly, customers today want to be able to help themselves online.

Customer Service Strategies 41

Customer Service Strategies Customer Service Social Media Exceptional Customer Service 41

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. How is AI Being Applied to Improve Customer Experience?

Customer Experience 11

Customer Experience Automotive E Commerce E-support 11

Forrester's Customer Insights

OCTOBER 31, 2019

Today, my inaugural evaluation of the European consulting services provider market published, as I write this blog from the city of Barcelona.

Consulting 22

Consulting 2019 Blog Marketing 22

Forrester's Customer Insights

DECEMBER 13, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. For several years, market research firm Bizrate Insights has surveyed US shoppers during Cyber Week.

2014 29

2014 2019 Retail Blog 29

Forrester's Customer Insights

MARCH 6, 2019

(Caleb Ewald contributed to this blog.) The archiving market may be mature, but it is far from stagnant. In recent years, there has been active consolidation among cloud archiving providers.

Information 41

Information 2019 Innovation Blog 41

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. I’ve blogged extensively about how partnerships are crucial to an effective loyalty program. You can read our blog on loyalty coalitions here.

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Loyalty 2019 Loyalty Programs Hotels 45

Forrester's Customer Insights

MARCH 27, 2020

(This blog was coauthored with Han Bao, senior research associate) We have already seen an economic slowdown in China in 2019. The national reforms to move from rapid growth to quality growth and the trade war between the US and China both played an important role in it. Now, we have to take one more […].

2019 40

2019 Marketing Blog Customers 40

Forrester's Customer Insights

MARCH 12, 2019

Introducing our new monthly blog series, “The Security Snapshot,” which will curate and highlight key pieces of research from the security and risk (S&R) team. Last week at RSA Conference, vendors and security professionals discussed the newest cybersecurity innovations, the future of the industry, and some much-needed improvements.

2019 41

2019 Innovation Blog 41

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager. David Avrin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Analyzing unstructured data gives deep insight into their pain points, what’s irritating them or even what they expect from a new product.

Consumers 77

Consumers 2019 Social Media Brands 77

Forrester's Customer Insights

DECEMBER 5, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. Retailers (and consumers) have been talking about all things holiday for months, but the “official” kick-off of the highly anticipated shopping season took place this past weekend. By many counts, it was a success.

Retail 29

Retail 2019 Blog Consumers 29

Forrester's Customer Insights

OCTOBER 31, 2019

This blog post is part of Forrester’s Holiday 2019 retail series. Search marketing – both paid search ads and search engine optimization (SEO) – are tried and true performance marketing tactics to convert customers.

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Marketing Retail 2019 Blog 32