OpinionLab

NOVEMBER 1, 2016

If companies can excel and differentiate during mobile “landmarks” to elicit positive emotion from their customers, significant positive business impact is sure to follow. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer.

2016 98

2016 Innovation Return on Investment Airlines 98

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.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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

Forrester's Customer Insights

JUNE 3, 2016

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide.

Insights 29

Insights Customer Insights 2015 2016 29

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

OpinionLab

NOVEMBER 1, 2016

If companies can excel and differentiate during mobile “landmarks” to elicit positive emotion from their customers, significant positive business impact is sure to follow. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer.

2016 60

2016 Innovation Return on Investment Airlines 60

CSM Magazine

MARCH 18, 2024

This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. It is designed to provide a valuable online platform for organisations seeking to deepen their understanding and capabilities in addressing the needs of vulnerable customers.

Government 52

Government Financial Download 2016 52

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

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

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.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 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 58

2016 Metrics Customer Experience Customer Connectedness 58

ChurnZero

MARCH 31, 2021

out of 10 for customer support and an 8.0 Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. out of 10 for usability.

2021 98

2021 B2B 2016 Touchpoint 98

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.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. Lack of priorities.

White Paper 243

White Paper Social Media Feedback 2019 243

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

Lumoa

DECEMBER 17, 2021

Lumoame Oy Board of Directors For further information, please contact: Chairman of the Board Carlos del Corral, carlos@lumoa.me , +358-40-162 5139 Lumoa in brief Lumoame Oy, established 2016, is a Helsinki-based technology startup empowering every employee in every organization to make the right decision based on voice of the customer data.

2016 83

2016 2021 Banking Retail 83

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 The end result: today’s consumer insight is largely in the form of open-ended text…qualitative rather than quantitative data.

2016 108

2016 Touchpoint 2015 Retail 108

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

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

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 98

2015 2013 B2B 2014 98

Lumoa

AUGUST 23, 2021

Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. What would make your life easier?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Chadwick Martin Bailey

DECEMBER 30, 2015

This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. In the post that started it all, Dr. Jay discusses one of the hottest topics in consumer insights: mining big data. Check it out.

Blog 52

Blog 2015 2016 Consumers 52

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

2007 50

2007 2009 Insurance Healthcare 50

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. VoC technologies are designed to drive quick fixes for individual customers — not to drive changes to the business.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

GetFeedback

FEBRUARY 15, 2019

To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. In a way, this forms a timeline of customer happiness.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. The average business has the average company has over 20 customer touchpoints. Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

Forrester's Customer Insights

MAY 5, 2016

Digital intelligence (DI) is the practice of bringing together the big data that we have on our customers to analyze and generate insights in so as to deliver the best, optimal and/or the most relevant experiences during moments of their digital interaction.

2016 24

2016 Competitive Advantage Customer Experience Insights 24

ClearAction

NOVEMBER 27, 2018

To see your work from your customer’s viewpoint, absorb customer insights already on-hand and talk frequently with customers. How can you apply customer insights to your event marketing and alliance partners and other areas? Go beyond the “what’s in it for us” to the “what’s in it for the customer”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

ReviewTrackers

JUNE 29, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The ability to provide an enhanced customer experience starts with improving workplace culture. For example, banks are careful not to trigger overdraft fees.

Culture 50

Culture Banking 2016 Feedback 50

Win the Customer

NOVEMBER 14, 2016

Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. I bet you didn’t know your customers could also be one of your best sources of ideas. Conclusion.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ReviewTrackers

AUGUST 17, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. New-patient growth has increased 14 percent since the facility opened in 2016. Subscribe to receive these stories and more every week in your inbox.

Healthcare 50

Healthcare 2016 2017 Consumers 50

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

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

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Budapest Bank had actually started its customer experience program at the end 2015. The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. customer insight.

Banking 93

Banking Customer Experience Customer Centricity Download 93

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