Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Employ the Latest Tech Tools You can’t douse the flames of customer dissatisfaction with outdated or inefficient customer service processes.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Or the customer journey mapping? What about your investments in CRM systems and other technologies (e.g.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Forrester's Customer Insights

APRIL 8, 2016

With an abundance of organizational goals, petabytes of data at their disposal, and a whole slew of potential techniques for analyzing that data, customer insights professionals often (quite ironically) find themselves in a state of analysis paralysis.

2014 26

2014 2016 Insights Customer Insights 26

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Flies are the customers with ARPA <$1K or pay you $10/year and mostly require one or two feature solutions for their concerns.

Customer Retention 52

Customer Retention Customers Customer Success 2014 52

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. Allow Your Customers to Get in Touch With You Wherever, Whenever .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Forrester's Customer Insights

AUGUST 28, 2014

But in the face of today''s more empowered customers building static scoring models and relying on batch-based campaigns is insufficient to win, serve and retain customers. customer analytics. CRM Cross Channel Campaign Management Customer Insights customer analytics' What sets leaders apart?

2014 32

2014 Management Reference Customer Insights 32

Forrester's Customer Insights

APRIL 6, 2016

"Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions.

Customer Insights 26

Customer Insights Insights 2014 2015 26

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. That said, a whopping 90% of customers report having a poor experience when seeking customer support on mobile devices. Customers simply expect better when soliciting support on mobile.

2020 40

2020 Brands Customer Experience Feedback 40

Forrester's Customer Insights

FEBRUARY 1, 2022

Technology plays a significant role in helping firms unleash creative innovation. AI Is Maturing Fast And Is Getting Better At Increasing Human Creativity In 2014, […]. AI Is Maturing Fast And Is Getting Better At Increasing Human Creativity In 2014, […]. Artificial intelligence is a perfect example.

2014 49

2014 Innovation Technology Customers 49

Forrester's Customer Insights

OCTOBER 21, 2014

Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. Read more Categories: Marketing technology.

Marketing 49

Marketing 2014 Customer Insights Reference 49

Forrester's Customer Insights

MARCH 26, 2015

During the session, we recapped the highlights--and lowlights--of privacy in 2014, discussed some of the major trends and issues in the space, and made some predictions for 2015 and beyond. Like they were the nexus point between business technology and marketing teams, CI pros are now the nexus between security, legal, and marketing teams.

2014 42

2014 2015 2016 Customer Insights 42

Forrester's Customer Insights

APRIL 19, 2019

On March 7, 2014 I wrote a report called The Clash of the Digital Platforms in which I identified 5 companies that had a unique status in the world of technology, innovation, and overall business. The five companies were (alphabetically) Amazon, Apple, Facebook, Google, and Microsoft.

2014 37

2014 Innovation Technology Customers 37

Forrester's Customer Insights

JULY 20, 2015

IoT will be driven by the business side of the house, but a close collaboration between business and technology management stakeholders is a prerequisite for success. business technology. Let's take a closer look at how adoption plans for IoT have evolved over the past year. Read more Categories: BT Agenda. Business Technographics.

2015 55

2015 2014 Technology Measurement 55

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. Read more Categories: customer analytics. Customer Insights customer analytics'

Telecommunications 38

Telecommunications 2013 2014 Banking 38

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Forrester's Customer Insights

OCTOBER 31, 2014

Last week, Cory Munchbach and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. Customer Insights'

Marketing 31

Marketing 2014 Reference Customer Insights 31

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

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. But representation from other industries is growing. I expect even more diversity this year.

2016 30

2016 Automotive 2013 2014 30

CSM Magazine

MAY 24, 2021

The problem is that the technology behind keyword search hasn’t evolved since 1999. He is responsible for product management, user experience, product marketing, corporate strategy, customer insights, platform developer program, and verticals. Search on a business website isn’t a new thing.

2014 52

2014 Customers ROI B2B 52

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

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. Is it marketing, you know, what resources from, from a people perspective, and then what resources from a technology perspective, and we were able to actually start to map out our ecosystem of technology. Robyn Petree-Guzman.

Culture 59

Culture Communication Employee Experience Connections 59

Currency Alliance

FEBRUARY 10, 2020

Grocers have engaged in counter-productive price wars, which have been found by Australian competitors Coles and Woolworths to undermine customers’ trust[ii]. For an industry of such powerful businesses, which have embraced technology for decades, this is a missed opportunity. Loyalty programs are essentially a value exchange.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Bold360

NOVEMBER 21, 2016

It entices me to imagine what awaits us in 2017 for customer service. At the end of the day, the only way to prepare for customer service is to have the heart and the passion to take care of them and always be willing to see what technology offers. Sasha Tenodi. Terence Channon. TerrenceChannon. Brock Murray.

2016 111

2016 2017 Customer Experience Social Media 111

Tricia Morris

AUGUST 21, 2015

Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. It is designed to capture and interpret customer data, both structured and unstructured, and to sustain the management of the business side of customer related operations. ” 11.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111