Gainsight

OCTOBER 23, 2019

Customer success is the voice of the customer and must successfully interface with the rest of the business. To do this, they need access to every tool that touches the customer. This enables them to share customer insights and data with the rest of the business. Sales tools like CRMs and customer communication.

Customer Success 60

Customer Success 2019 2011 2009 60

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience 2011 49

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Best practices and customer stories are shared regularly with employees.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Bob Hayes

FEBRUARY 2, 2015

Method addresses the means by which customer feedback is collected and what gets measured. Reporting addresses analysis, synthesis and dissemination of customer feedback. Research is concerned with how companies provide additional customer insight by conducting deep dive research using different types of customer data.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

SurveySparrow

SEPTEMBER 29, 2020

Peter Shankman (@petershankman) August 18, 2011. It creates loyal customers and helps you grow both in the present and in the future. One such online survey tool that helps check customer satisfaction is SurveySparrow. Are you ready to do what you need to do to enable great customer experiences? I don’t believe it.

E-support 59

E-support E Commerce Customers Webinar 59

Forrester's Customer Insights

JULY 30, 2019

Marc Andreessen famously said this in a 2011 essay in The Wall Street Journal. World-class innovation delivery requires weaving together three foundational realities: “Software is eating the world.” It was true then, and it’s all the more true today.

Innovation 50

Innovation 2011 Marketing Reference 50

Forrester's Customer Insights

MARCH 12, 2020

AR applications within the cosmetics industry have come a long way from the static capabilities we saw in 2011. The quality of the experiences has improved dramatically since Apple and Google got involved a few years ago. Before, I could try out nail polish colors on […].

2011 40

2011 Sales Customers 40

Forrester's Customer Insights

OCTOBER 21, 2018

This is an update of my 2011 report “How To Market Security To Gain Influence And Secure Budget’. I am thrilled to introduce my most recent report, ‘Instill a Security Culture by Elevating Communication’. A different time called for a completely revamped report (read on to see what’s changed). To me, this always has been […]

Culture 35

Culture 2011 Communication Marketing 35

Forrester's Customer Insights

SEPTEMBER 3, 2018

In 2011, I published a report on “How To Market Security To Gain Influence And Secure Budget”. I am now going through the process of refreshing this report, and it got me thinking: 1. What has changed in this space of security communications and influence since 2011?

2011 22

2011 Communication Marketing Customers 22

Forrester's Customer Insights

JULY 3, 2018

Since our last major strategic reassessment of the telecoms landscape in 2011, digital transformation has further raised the need for change of the telco business model. Our key observation still holds true: The traditional connectivity-centric business model will work only for few telcos with a low-cost base.

2011 32

2011 Connections Telecommunications Information 32

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. But once they started seeing the benefits of using customer insights to deliver improvements across the CX, it was clear that everyone in the team - from marketing to customer service - should be able to use it.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. But once they started seeing the benefits of using customer insights to deliver improvements across the CX, it was clear that everyone in the team - from marketing to customer service - should be able to use it.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Chris Little – CX Leader and Influencer, and Director of Customer Thinking.

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

NOVEMBER 13, 2022

Reporting and insights. Omnichannel customer service platforms are excellent at capturing customer insights and understanding how your agents and campaigns are performing. To make the most of these insights, it’s important to evaluate the reporting capabilities of any chosen platform. Founded: 2011.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Chattermill

AUGUST 29, 2018

A free trial will allow you to take Tableau for a test drive before you commit, and then tiered pricing ensures there’s a plan — and price point — customized to include only the necessary features and tools and to fit every business’ needs. Join the ranks of Honeywell, LinkedIn, Lufthansa, Lenovo and more and try Tableau today.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

A free trial will allow you to take Tableau for a test drive before you commit, and then tiered pricing ensures there’s a plan — and price point — customized to include only the necessary features and tools and to fit every business’ needs. Join the ranks of Honeywell, LinkedIn, Lufthansa, Lenovo and more and try Tableau today.

Technology 40

Technology Customer Experience Consulting Customers 40

Experience Matters

APRIL 7, 2015

We not only want to provide clients with the best technology in order to make them VoC heroes, but give them consulting support when they need it, based on the Confirmit Voices methodology which was launched in 2011, a flexible model which can be customized to each client’s business needs.

2015 97

2015 Multi-Channel 2014 CEM 97

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52