Forrester's Customer Insights

JUNE 4, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D.

Retail 53

Retail 2019 Insights Loyalty 53

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . Churn Monster: Champ i onless .

2019 64

2019 Blog E-support Chief Customer Officer 64

Oracle

APRIL 23, 2019

Rand, I hear that you have a customer insight retail analytics solution to show me. To see more interviews and customer experience takeaways from NRF 2019, read “ NRF 2019: 3 Days of Retail Customer Experience Takeaways “ And to view the full Smarter Demos series, visit [link].

Demo 45

Demo Loyalty Insights 2019 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

2019 75

2019 Presentation Insights Engagement 75

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

2019 62

2019 Social Media 2014 Consumers 62

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. Earlier this year we launched our new conversational API to pull in insights from messaging apps.

2019 58

2019 2020 Feedback Insights 58

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Forrester's Customer Insights

MARCH 2, 2020

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. The report is called Forrester’s Top CX Research Findings Of 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place.

2019 50

2019 Customer Experience Customers 50

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

2018 89

2018 Blog Average Handle Time 2019 89

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds.

2019 55

2019 2018 Marketing Technology 55

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

Forrester's Customer Insights

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C 2019 Retail Loyalty 47

SurveySensum

DECEMBER 22, 2022

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

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.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Forrester's Customer Insights

MAY 9, 2019

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019.

2019 47

2019 Employee Experience Retail Brands 47

Forrester's Customer Insights

JULY 15, 2019

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

2019 44

2019 Customer Experience Measurement Loyalty 44

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Yes, there is the external customer who pays your company for products and services.

White Paper 59

White Paper Customer Experience Consulting 2019 59

Forrester's Customer Insights

DECEMBER 12, 2018

Every company needs edge computing on its technology roadmap starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the Web. Which explains why you […].

2019 52

2019 Roadmap Technology Customer Experience 52

Forrester's Customer Insights

APRIL 30, 2019

To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions to Retail.” Gownder about how automation will affect retailers in 2019. Recently, we spoke with J.P.

2019 43

2019 Retail Customer Experience Customers 43

Qualtrics

FEBRUARY 13, 2019

Below are 10 brand and marketing conferences that you should check out for 2019. Date: March 5-8, 2019. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Charles Wilson- Product Insights, New Balance. Date: April 8-10, 2019. Date: April 14-16, 2019. Date: February 25-27, 2019.

2019 20

2019 Brands Marketing 2018 20

Forrester's Customer Insights

APRIL 17, 2019

To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry for our blog series “Future of Retail: Applying 2019 Predictions to Retail.”

Retail 33

Retail 2019 Blog B2C 33

Forrester's Customer Insights

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts.

2019 44

2019 Workshop Touchpoint Customer Experience 44

Forrester's Customer Insights

NOVEMBER 7, 2018

On top of all that, in 2019 we’ll see factors such as global economies, trade barriers, rising wages, and marketplaces pack a […]. Digital is the rocket fuel for retail’s growth. But that growth requires retailers and brands to keep up — and step up — how quickly they evolve in terms of people, processes, products, and more.

2019 49

2019 Retail Loyalty Brands 49

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service.

2013 66

2013 2019 Advertising Consumers 66

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.

2008 73

2008 White Paper 2019 Automotive 73

ClearAction

JUNE 29, 2023

Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers.

Leadership 62

Leadership ROI 2006 2024 62

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Technology and data are used to integrate CX across the business, with deep customer insight, skills, and platforms put in place to accelerate progress.

Touchpoint 69

Touchpoint Customer Centricity Culture 2019 69

Forrester's Customer Insights

JANUARY 31, 2019

The Future Will Temper Insurer Optimism In 2019 Insurance business technology teams caught a few breaks in 2018. But 2019 is a different story. Insurers face lackluster customer experience (CX) performance, renewed threats […]

Insurance 45

Insurance 2019 2018 Technology 45

Eptica

NOVEMBER 21, 2018

Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs. Listen to the complete Voice of the Customer Eptica research found that while 78% of brands measure customer satisfaction, just 24% believe they are getting real insight from it.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Empowering the whole company. Not exactly.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

Hello Customer

AUGUST 24, 2020

They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1. They know exactly what the customer’s expectations are, from start to finish.

2007 81

2007 Marketing Touchpoint Government 81

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Forrester's Customer Insights

NOVEMBER 25, 2019

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2019 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven.

2019 36

2019 Customer Experience Government Customers 36

Forrester's Customer Insights

JUNE 11, 2019

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2.

2019 51

2019 Customer Experience Customers 51

Forrester's Customer Insights

APRIL 9, 2019

I’m excited to share that our evaluation of loyalty technology providers — The Forrester Wave™: Loyalty Technology Platforms, Q2 2019 — is now live.

2019 42

2019 Loyalty Technology B2C 42