Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Martin Hill-Wilson

MAY 27, 2015

Is it Twitter and Facebook for social customer service? Digital profiling helps reduce guesswork and increases accurate insight. It’s all useful if you remember the golden rule of customer insight. This type of research is useful for developing foundation insights about customers. So how do you do it?

2005 65

2005 2014 2013 2007 65

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. Download report for $195.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

inQuba

APRIL 24, 2022

Reichheld presented the benefits and importance of implementing an NPS system at one of my events back in 2013 and we had a great conversation around their relative merits. Businesses have implemented these measurement systems, and others, to achieve CX success and superior customer experiences.

Net Promoter Score 52

Net Promoter Score NPS 2003 Measurement 52

Hello Customer

MAY 17, 2020

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round. The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied.

2015 52

2015 2013 B2B 2014 52

Maru Group

AUGUST 1, 2018

Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and externally. This year, we’re nominated alongside long-standing client, parcel carrier Yodel and their ‘Have Your Say’ VoC programme.

Customer Experience 40

Customer Experience Transportation 2013 Retail 40

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Mobile Mobile Mobile Formulations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Forrester's Customer Insights

NOVEMBER 15, 2021

Since 2013, AWE has […]. The metaverse has arrived — or that was the vibe last week, anyway, at the 2021 installment of the Augmented World Expo (AWE) conference. Many speakers also acknowledged that the metaverse is still in its early days, but the consensus was that after decades of gestation, the metaverse is now born.

2013 49

2013 2021 User Experience Management 49

Forrester's Customer Insights

APRIL 8, 2015

In the wake of a series of negative and well-publicized events in early 2013, Carnival Cruise Lines has since engineered a strong recovery and ranks as the No. This centers around how the product and customer experience should evolve, and how the organization will use data and consumer insight to unlock opportunities to innovate.

2013 41

2013 Hospitality Leadership Events 41

Optimove

SEPTEMBER 28, 2022

First introduced by – you guessed it – Apple back in 2013, today beacons are used by savvy retail brands looking to connect with customers in a specific location with a pitch-perfect offer, most typically when they’re in a certain area of your store. And it doesn’t stop there.

Retail 52

Retail Brands Marketing Sports 52

ClearAction

AUGUST 2, 2016

3) VoC Analyzers — spending the majority of their time finding insights from VoC data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. 5) VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company.

B2B 54

B2B Customer Experience Customer Centricity 2013 54

Forrester's Customer Insights

MARCH 18, 2015

The fragmented footprint of potential partners, proliferation of single-brand loyalty programs, and reluctance of brands to share customer data hampered hopeful coalition operators' efforts. Customer Insights' But, announcing and actually executing coalition loyalty at scale are two separate things.

Loyalty 41

Loyalty Loyalty Programs Rewards Programs 2013 41

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. What is a stakeholder? And why should I engage with or interview one?

Engagement 62

Engagement Customer Journey Mapping Government 2013 62

ijgolding

MAY 5, 2017

Additionally there are some really obvious common sense behaviours – treat candidates with respect in terms of providing feedback, give them information providing real insight into the role which – including what their targets and KPIs will be, other deliverables expected, existing team structure, historical percentage of typical bonus paid etc.

Brands 57

Brands 2013 Brand Values Airlines 57

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. Depending on the focus of your business, this country-specific insight may very well be of interest. Customers are complaining. Why redesign your website? Do you know why?

Reference 94

Reference Omnichannel Measurement Feedback 94

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback. Productboard. Optimizely.

Net Promoter Score 52

Net Promoter Score NPS Feedback 2013 52

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback. Productboard. Optimizely.

Net Promoter Score 52

Net Promoter Score NPS Feedback 2013 52

Thematic

SEPTEMBER 6, 2018

And crucially that your business implements processes to address customer feedback, and continually close the loop with your customers to let them know how you have implemented their feedback. Gain insights from your customer feedback. Airbnb kicked off their NPS program in 2013. But it’s not everything.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

Forrester's Customer Insights

NOVEMBER 3, 2019

Every year since 2013, event founder Alibaba has generated more online gross merchandise volume (GMV) than all US retailers put together have generated on Black Friday and Cyber Monday combined. 11.11 (AKA Singles’ Day), the world’s largest online shopping event, is entering a new decade this year. In 2018, Alibaba generated a staggering $30.8

2019 29

2019 2013 2018 Retail 29

SurveySensum

JULY 14, 2020

A Customer Experience Podcaster, Blogger, Best-Selling Author of ‘How to Wow’ and a new book ‘Punk CX’, and Forbes Contributor, Adrian Swinscoe is also a Customer Experience and Service Consultant. A former UK Customer Experience Awards judge, Salman Sharif is a Customer Experience Specialist and Influencer.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Forrester's Customer Insights

MAY 15, 2018

We introduced the MMSI in 2013 to help companies assess whether an audience is ready to engage with them on mobile. Today, the most important question is no longer whether your customers […].

2013 24

2013 Engagement Marketing Information 24

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. For more insight on Google BigQuery check out this blog here. Visualisation.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. For more insight on Google BigQuery check out this blog here. Visualisation.

Technology 40

Technology Customer Experience Consulting Customers 40

Forrester's Customer Insights

JANUARY 4, 2016

I recently wrapped up my third evaluation of customer loyalty vendors, and the market has evolved slightly since 2013.

Loyalty 24

Loyalty 2016 2013 Technology 24

Thematic

MARCH 10, 2020

It was originally developed in 2006 as a community project in Israel to create a free digital database of the map of Israel and was later acquired by Google in 2013. Thematic is a customer insights solution, which can easily breakdown customer feedback & reviews into themes to discover hidden insights in the data.

2020 108

2020 2006 Reference 2013 108

Forrester's Customer Insights

DECEMBER 23, 2014

China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. customer analytics. customer segmenation. Customer Insights credit card activation customer analytics customer segmenation marketing analytics'

Banking 45

Banking 2012 2003 2013 45

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

2013 46

2013 2014 Management Customers 46

Forrester's Customer Insights

JUNE 22, 2020

Founded in 2013, CyberX has raised $48M in venture capital so this deal provides a good return to investors. Today, Microsoft announced that it has acquired Waltham, MA-based IoT and industrial control system (ICS) security vendor CyberX.

2013 44

2013 Technology Management Customers 44

Forrester's Customer Insights

AUGUST 25, 2014

1 technology priority for Chinese businesses; 55% of technology decision-makers in the country plan to use data and analytics to improve business decisions and outcomes in 2014, up from 43% in 2013. Chinese digital marketers are looking for powerful tools to better understand customer behavior, especially regarding customer acquisition.

Telecommunications 37

Telecommunications 2013 2014 Banking 37

Forrester's Customer Insights

JULY 9, 2019

Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].

2013 45

2013 2019 Customers 45

Forrester's Customer Insights

JANUARY 18, 2019

In a 2013 article in GQ, Netflix chief content officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.”

2013 42

2013 2018 Article B2C 42

Forrester's Customer Insights

FEBRUARY 3, 2020

Back in 2013, making sure that new hires had what they needed on their first day of work was basically a full–time […].

2013 36

2013 2019 Employee Experience Management 36

Forrester's Customer Insights

FEBRUARY 15, 2016

Last year, over 94,000 people attended the event - a 10% increase from the 2014 event but a 30% increase over the 2013 event. Interest in "mobile" continues to grow - for now. But the most interesting stat about past attendees is diversification. I expect even more diversity this year. Read more Categories: Innovation. Internet of Things.

2016 30

2016 Automotive 2013 2014 30

Forrester's Customer Insights

AUGUST 23, 2019

The transaction is a reacquisition of software development assets that VMware spun out into a separate company in 2013 after struggling to integrate them into its primary data center management […].

2013 25

2013 2019 Management 25