ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. The best way to be nimble and lean — to grow — is to tightly align with customers. Establish Intentional CX as North Star.

2021 77

2021 Customer Experience Workshop Wireless 77

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. From there, Beswada explained that the insights are grouped into relevant segments and then aggregated into dashboards accessible across the organization to marketing, product, operations, and sales.

Sports 93

Sports Leadership Customer Satisfaction Culture 93

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Gainsight

MAY 3, 2020

These efforts can be combined to develop “Listening posts” in the following ways: Product Teams : Using analytics to assess the overall product health/ usage patterns / user sentiments by tracking: Product Health: Measuring trends for a given time-frame. Adoption Depth : DAU/WAU/MAU, Average Active days, User Retention, Active Accounts.

Customer Success 59

Customer Success Roadmap ROI Sports 59

C Space

FEBRUARY 11, 2020

In this new world, where the customer’s values have to touch every line and aspect of business, the role of customer understanding and interpretation needs to change. It’s insight as the headlights of a business – activating and democratizing the customer across the whole business and lighting a path for the brand to follow.

Net Promoter Score 52

Net Promoter Score Customer Centricity 2005 Banking 52

Gainsight

JULY 16, 2021

With everyone, no matter the sport or training, it takes practice to reach your next level of performance. Using the right CS tech platform should provide you with features and functionality to give you visibility into your customer base. Be patient with yourself. Have you ever heard that practice makes perfect? How was that, Coach?

Sports 40

Sports Customer Journey Customer Success Webinar 40

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Lumoa

FEBRUARY 6, 2018

To overcome these challenges: treat customer experience excellence as a context for every job role company-wide, foster true outside-in perspectives: not how can more customers recommend us, but how can we be flexible toward empowering our primary customer segment’s priorities? What are CX program basics?

2018 129

2018 Customer Experience Customer Centricity Culture 129

C Space

FEBRUARY 12, 2020

We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. Outside In: New and Emerging Conversations on Customer Centricity is a collection of. The Right Insight. We can learn.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

ClearAction

JULY 29, 2018

. “There are some measures to help a financially-focused company to become more customer-centered,” said Linden. “We’ve worked with CFOs who have helped their company become customer-centric through an emphasis on lifetime value of customers.” What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

C Space

FEBRUARY 12, 2020

That was a brilliant innovation because the insight they had about customers was that they didn’t necessarily need to watch the movie right away, they needed to know that there was a movie to watch when they had time. The second major insight was that you didn’t have to deal with a physical movie. The Right Insight.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52

Qualtrics

JANUARY 29, 2021

Through a chain of professions including sports marketing, inside sales, event management, and corporate learning and development, Aimee built a strong passion for monitoring, measuring, and creating better experiences. Aimee grew up a sports fan. From practitioner to advisor. On becoming a well-rounded XM professional.

Sports 26

Sports Culture Leadership 2012 26

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. The customer experience then improves, to the ultimate benefit of the business. To make change, measure change. There are three critical inputs forging our understanding of intent, as seen in the illustration below.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

C Space

FEBRUARY 12, 2020

Outside In: New and Emerging Conversations on Customer Centricity is a collection of inspiring conversations we’ve had with CEOs, CMOs, brand and insight leaders, and world class academics – through our Outside In podcast interviews, and through broader conversations with clients, friends, supporters, and advocates of outside-in thinking.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. Jarvis Harris: (01:04).

Sports 98

Sports Customers Document Sales 98

Optimove

JANUARY 27, 2021

SKS365 will leverage Optimove’s solution to create, orchestrate, measure, and optimize CRM journeys for millions of registered players, including those of its flagship brand, Planetwin365. Not only one of the fastest-growing sports betting portals in Europe, Planetwin365, is also the number one sports bookmaker in Italy.

Sports 40

Sports Marketing Multi-Channel Entertainment 40

Optimove

JANUARY 27, 2021

SKS365 will leverage Optimove’s solution to create, orchestrate, measure, and optimize CRM journeys for millions of registered players, including those of its flagship brand, Planetwin365. Not only one of the fastest-growing sports betting portals in Europe, Planetwin365, is also the number one sports bookmaker in Italy.

Sports 40

Sports Marketing Multi-Channel Entertainment 40

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Achieving a single customer view, however, still seems out of reach for many businesses.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Currency Alliance

MARCH 21, 2019

Decathlon athletes must be very good at 10 sports and excel at 3-4 to win competitions – but in any one sport, they are rarely the fastest, strongest, or most agile. That makes it difficult to prevent any single customer getting bombarded by messaging from different sources, which causes disengagement and unsubscribes.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

C Space

APRIL 21, 2020

Publishing has been badly impacted by the combination of anti-virus measures and economic downturn – but some top brands are rethinking their strategies as well as helping with fundraising efforts. On top of that, the platform provides its merchant partners customer insights to make more data-driven and targeted decisions. “We

2020 52

2020 Brands Hospitality Entertainment 52

Currency Alliance

FEBRUARY 26, 2019

You can see this in the Gartner CMO survey: Loyalty marketing has traditionally suffered from the difficulty in measuring ROI (especially in the short-term). Of equal importance are the resources to measure results. Loyalty marketing has become the runt of the litter compared to other marketing disciplines.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45