Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2016 95

2016 Customers Customer Connectedness Measurement 95

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 98

2016 Innovation Return on Investment Airlines 98

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable.

Government 52

Government Financial Download 2016 52

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

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ROI Net Promoter Score NPS Telecommunications 252

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

Alida

JUNE 29, 2016

The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform. What’s new in Sparq (and how it benefits customer intelligence professionals). Effectively communicate your insight. Use data visualizations to effectively communicate insight.

Communication 140

Communication Insights 2016 Innovation 140

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

Government 0

Government Leadership Customer Experience 2009 0

Alida

MAY 25, 2016

In most organizations, data about customers typically resides in silos. Customer insight is often delivered as one-off reports which are closely held by the market research team. Strategic storytelling helps amplify the feedback and insight of your customers. More confident, customer driven decision-making.

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Fashion 2016 Insights Customer Insights 150

Forrester's Customer Insights

JUNE 3, 2016

" "Our insights teams work in silos that have built up over the years. But how do we pull together and combine our different flavors of insights to get more customer understanding? " "I've been asked to re-organize [or, I'm new and I've taken over] our insights areas.

Insights 29

Insights Customer Insights 2015 2016 29

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

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Roadmap 2016 ROI Customer Experience Professionals 52

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CCXP Exam Prep Many professionals working in a Customer Experience-related role seek certification to substantiate their mastery of the discipline.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0

2021 98

2021 B2B 2016 Touchpoint 98

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. One way is through research cost savings.

Insights 141

Insights Brands Banking ROI 141

Forrester's Customer Insights

DECEMBER 21, 2021

Close your eyes and I’ll set the scene: it’s 2016. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it.

Customer Service 49

Customer Service 2016 Contact Center Article 49

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love. Your last book, Traffic , is a national bestseller.

2016 124

2016 Books Government Consumers 124

Lumoa

OCTOBER 11, 2021

Lisätietoa Lumoasta: Lumoa on asiakaskokemuksen asiantuntijoiden vuonna 2016 perustama suomalainen yritys. Lue lisää Lumoan kumppaniverkostosta Summary in English Lumoa and Futurelab Finland are entering a partnership: Making AI an integrated part of customer experience improvement projects. Lue lisää Futurelab Finlandista: futurelab.fi

2016 83

2016 Customer Centricity Consulting Customer Insights 83

Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands 2023 2016 Consumers 48

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers?

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Social Media Customer Service Multi-Channel 2014 145

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

2016 83

2016 2021 Banking Retail 83

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

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2016 Download Customers Customer Experience 114

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

2016 114

2016 Download Customers Customer Experience 114

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. customer insight. customer journey management. governance.

Banking 93

Banking Customer Experience Customer Centricity Download 93

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. Hello Customer aims to make its high-performance platform even more efficient and is gearing up to consolidate its growth, both in Europe and in the US.

2015 98

2015 2013 B2B 2014 98

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer.

Events 40

Events 2016 B2C B2B 40

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital layers, though, much potential customer lifetime value will be squandered.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

2017 81

2017 2016 Customer Centricity Culture 81

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Netflix is customer obsessed. by Harry Buckle on 12 Sep 2019.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

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Insights Customer Centricity 2016 Webinar 133

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

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White Paper Social Media Feedback 2019 243

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a CX insight collected in your customers’ own words has tremendous value over quantitative scores.

2016 108

2016 Touchpoint 2015 Retail 108

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

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Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105