GetFeedback

JANUARY 21, 2019

Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. So how do you gather the customer insight you need? Blog posts.

Marketing 210

Marketing Healthcare Webinar Blog 210

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

2018 40

2018 Roadmap Technology Banking 40

Talkdesk

JANUARY 12, 2018

However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Subscribe to the Vision Critical blog newsletter for more stories like these in 2018. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2

2017 154

2017 Retail Insights Innovation 154

GetFeedback

MARCH 13, 2019

Back in 2015, an estimated 30 to 40% of surveys were completed via a mobile device, and as of January of 2018, that number had grown by 16%. An added benefit of integrating your feedback with your CRM is you no longer are siloing valuable customer feedback. You can read more about them on our blog!

NPS 186

NPS Net Promoter Score Feedback 2015 186

Hero Digital

NOVEMBER 14, 2018

Our inaugural Customer Experience Trends Report – Closing the CX Gap – is now live! — Acquia (@acquia) November 8, 2018. Over the course of 2018, there have been 50+ new product features added to the Acquia Experience Platform. Here's a recap blog with all of the details! link] #AcquiaEngage.

Engagement 47

Engagement 2018 Hospitality 2019 47

NICE inContact

NOVEMBER 8, 2019

Your business no longer needs to devote as many agents or resources to resolving complex customer issues or critical escalations. A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world. This will improve the self-service experience for customers.

Contact Center 54

Contact Center 2008 Travel 2018 54

GetFeedback

DECEMBER 27, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Research suggests that visual IQ is rising and over 84% of communication will be visual by 2018. And the next time a customer receives a survey invitation from your company, they’ll expect a bad experience. Survey design.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Lumoa

MAY 16, 2024

Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams. Here’s an example of the result for banking mobile application data for the July-September range in 2018.

Banking 83

Banking Books Metrics Measurement 83

Forrester's Customer Insights

DECEMBER 4, 2018

This blog post is part of Forrester’s Holiday 2018 retail series.

Customer Service 48

Customer Service 2018 Retail Blog 48

Avaya

MARCH 20, 2018

For businesses, it’s about real-time analytics of the interaction, using sentiment analysis and artificial intelligence to measure customer behavior in a more genuine way. Likewise, the ability to combine this data from one organization to another is adding a whole new dimension to customer satisfaction in 2018.

Measurement 57

Measurement Technology Government Banking 57

Confirmit

MARCH 19, 2018

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. On top of that, Customer Experience, Customer Analytics , and Customer Retention are all top of the list of Marketing agendas for 2018. Help was at hand throughout the day though.

Marketing 40

Marketing Customer Experience Customer Journey Mapping 2018 40

Forrester's Customer Insights

OCTOBER 26, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. With Black Friday less than a month away, it’s only a matter of time before holiday promotional activity reaches a fever pitch. But for many consumers, the holiday shopping season brings with it an intense mix of emotions.

2018 43

2018 Retail Blog Consumers 43

CSM Magazine

FEBRUARY 1, 2018

Temkin Group will accept nominations for the CxVE Awards through March 8, 2018. Submission forms and additional FAQs can be downloaded from the Customer Experience Matters® blog (tinyurl.com/2018CxVE). Previously she led EMC’s Total Customer Experience Program. Nominations are accepted from anywhere in the world.

Customer Experience 40

Customer Experience Customer Experience Professionals Insurance 2018 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Centercode

JANUARY 29, 2020

In this blog post, I’m going to cover one of the most interesting findings from the 2019 industry survey: how using defined CV processes affects overall program performance. 2018 vs. 2019 Results. 2018’s CV industry report looked at how teams using defined and reactive processes spend their time.

2020 59

2020 2019 2018 Metrics 59

Forrester's Customer Insights

MAY 24, 2018

Watch below to learn more, and find the full Wave here: “The Forrester Wave™: Digital Asset Management For Customer Experience, Q2 2018” In our most recent Forrester Wave™ evaluation, we took a look at the most important vendors in the space.

Blog 22

Blog 2018 Management Customer Experience 22

Eptica

MAY 2, 2018

Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Published on: May 02, 2018. How good is the digital customer experience from travel brands? Why brands need to capture deeper customer insight from unstructured data.

Customer Experience 49

Customer Experience Document 2018 Consumers 49

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Eptica

JANUARY 30, 2019

Reviewing 2018 – our top 10 blog posts from the year. How good is Santa at Customer Experience? Tags: conversation, Customer Service, Customer experience, trust, Knowledge, VoC, customer insight, customer intelligence, Customer satisfaction Categories: News, Trends & Markets.

Consumers 77

Consumers 2019 Social Media Brands 77

Eptica

FEBRUARY 6, 2019

Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Reviewing 2018 – our top 10 blog posts from the year. The key to success here is to have an ongoing, rigorous process that identifies and implements change opportunities that will drive continuous incremental improvements to CX.

2008 73

2008 White Paper 2019 Automotive 73

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Kerry Bodine

JANUARY 27, 2018

I hope they inspire your work for 2018! Hypothesis journey mapping is necessary because it ensures you’re not reinventing the wheel with your journey mapping efforts, but rather building on what your organization already knows about the customer experience. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights.

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

Lumoa

DECEMBER 19, 2023

Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s. This award-winning AI technology, launched in 2018, has assisted almost 32 million clients with daily financial tasks.

Social Media 83

Social Media Feedback Banking Automotive 83

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Journey

FEBRUARY 7, 2019

This post originally appeared on the DoingCXRight blog on July 10, 2018. Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Constructed for every customer.

Document 43

Document 2018 Touchpoint Customer Centricity 43

Stella Connect

OCTOBER 26, 2021

When brands treat customers as their biggest advocates, they have the potential to drive meaningful results, as illustrated by the fact that WoM marketing produces roughly $6 trillion in consumer spending each year. Accelerating Your Call Center Performance Management with Real-Time Customer Insights.

Call Center 52

Call Center Management Contact Center Feedback 52

SurveySparrow

APRIL 21, 2024

You can create product descriptions, blog posts, live chat replies, and more – all within Shopify itself. User Review : “ I’ve been using Shopify since 2018, and I think it’s the best E-commerce platform out there. A customer experience team is doing a customer satisfaction survey.

E Commerce 52

E Commerce Feedback E-support Demo 52

Forrester's Customer Insights

OCTOBER 17, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will grow at a more conservative 1.7%. All told, we see approximately one-fifth of all US holiday shopping this […].

2018 41

2018 Sales 2017 Retail 41

Bizagi

SEPTEMBER 3, 2018

For more information on how to optimize your loan origination service, read our blog on how to enable faster, personalized, compliant and connected loan approvals. . The post Perfecting the Customer Experience in Financial Services appeared first on Bizagi Blog - Ideas for Delivering Digital Transformation.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Bizagi

JULY 24, 2018

Eidsiva is not the only company taking action to improve its customer engagement. Bizagi’s 2018 survey of over 500 business leaders found that 70% of organizations are focusing on delivering better customer experiences in the next 18 months. It’s technology that enables great experiences for customers.

Customer Journey 62

Customer Journey Customer Engagement Social Media Engagement 62

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

2018 39

2018 Technology Download Blog 39

C3Centricity

MAY 25, 2020

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. And then develop insights and actions. If you’re drowning in data and thirsting for actionable insights, then we should talk. The Opportunity.

Technology 77

Technology Information Consumers Retail 77