Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. A more complete, actionable picture of what customers are thinking and feeling, helping brands understand the reason why, and therefore take action to solve issues.

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. on 12 Nov 2019. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. by Sam Frampton.

Customer Insights 40

Customer Insights Insights Customer Centricity NPS 40

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

2019 75

2019 Customer Service Social Media NPS 75

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. 10 Key CX Technology Trends for 2019.

2019 88

2019 Customer Experience Social Media Innovation 88

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

2019 97

2019 ROI Metrics Hospitality 97

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. If you’re attending the show, stop by stand S6 to experience Calabrio’s innovative approach to illuminating compelling customer insights and enriching human interactions.

2019 40

2019 Technology Insights Customer Experience 40

Forrester's Customer Insights

JUNE 4, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D.

Retail 53

Retail 2019 Insights Loyalty 53

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . Churn Monster: Champ i onless .

2019 64

2019 Blog E-support Chief Customer Officer 64

Oracle

APRIL 23, 2019

Rand, I hear that you have a customer insight retail analytics solution to show me. To see more interviews and customer experience takeaways from NRF 2019, read “ NRF 2019: 3 Days of Retail Customer Experience Takeaways “ And to view the full Smarter Demos series, visit [link].

Demo 45

Demo Loyalty Insights 2019 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

2019 75

2019 Presentation Insights Engagement 75

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

2019 62

2019 Social Media 2014 Consumers 62

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. Earlier this year we launched our new conversational API to pull in insights from messaging apps.

2019 58

2019 2020 Feedback Insights 58

Oracle

AUGUST 1, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Completing the Customer Profile: a Multidimensional Data Discussion. Visit the registration page.

2019 40

2019 Events Customer Centricity Connections 40

Chadwick Martin Bailey

MAY 15, 2019

Last week I joined insights leaders at the 2019 Yale Insights Conference and WOW did I learn a lot! As a newcomer to both the conference and the industry, I was inspired as speakers tackled some of the biggest trends, challenges, and opportunities shaping the future of insights.

2019 61

2019 Insights Customer Insights Social Media 61

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

2019 40

2019 Customer Centricity Social Media Innovation 40

Forrester's Customer Insights

MARCH 2, 2020

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. The report is called Forrester’s Top CX Research Findings Of 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place.

2019 52

2019 Customer Experience Customers 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

2018 89

2018 Blog Average Handle Time 2019 89

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds.

2019 55

2019 2018 Marketing Technology 55

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization. How do you find meaningful answers and insights in survey responses? Focus on your insights, not the data. How to analyze survey data. You’ll do yourself a disservice.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Currency Alliance

AUGUST 16, 2019

In the case of Tesco and Pizza Express, the customer can double or triple the perceived value of points on a meal voucher, while Pizza Express knows the net discount they are taking on incremental revenue is well below the contribution margin from serving additional guests. But how many of those ‘partnerships’ share customer insight?

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40

SurveySensum

DECEMBER 22, 2022

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Forrester's Customer Insights

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C 2019 Retail Loyalty 47

Eptica

APRIL 17, 2019

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019. Author: Steve Nattress - Product Manager In today’s competitive world, keeping customers happy is part of everyone’s job in the organization.

Customer Service 72

Customer Service E Commerce Contact Center 2019 72

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Forrester's Customer Insights

MAY 9, 2019

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019.

2019 47

2019 Employee Experience Retail Brands 47

Forrester's Customer Insights

JULY 15, 2019

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

2019 44

2019 Customer Experience Measurement Loyalty 44

Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. Automate insight Given the growth of digital channels, listening to customers effectively means analyzing an enormous (and growing) volume of data. Share this page on: Tweet.

Brands 65

Brands E Commerce 2019 Social Media 65

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Yes, there is the external customer who pays your company for products and services.

White Paper 59

White Paper Customer Experience Consulting 2019 59

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Net Promoter Score 2019 Metrics 75

Forrester's Customer Insights

DECEMBER 12, 2018

Every company needs edge computing on its technology roadmap starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the Web. Which explains why you […].

2019 52

2019 Roadmap Technology Customer Experience 52

Forrester's Customer Insights

APRIL 30, 2019

To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions to Retail.” Gownder about how automation will affect retailers in 2019. Recently, we spoke with J.P.

2019 44

2019 Retail Customer Experience Customers 44

Forrester's Customer Insights

APRIL 17, 2019

To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry for our blog series “Future of Retail: Applying 2019 Predictions to Retail.”

Retail 34

Retail 2019 Blog B2C 34

Forrester's Customer Insights

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts.

2019 44

2019 Workshop Touchpoint Customer Experience 44

Qualtrics

FEBRUARY 13, 2019

Below are 10 brand and marketing conferences that you should check out for 2019. Date: March 5-8, 2019. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Charles Wilson- Product Insights, New Balance. Date: April 8-10, 2019. Date: April 14-16, 2019. Date: February 25-27, 2019.

2019 20

2019 Brands Marketing 2018 20

Forrester's Customer Insights

NOVEMBER 7, 2018

On top of all that, in 2019 we’ll see factors such as global economies, trade barriers, rising wages, and marketplaces pack a […]. Digital is the rocket fuel for retail’s growth. But that growth requires retailers and brands to keep up — and step up — how quickly they evolve in terms of people, processes, products, and more.

2019 49

2019 Retail Loyalty Brands 49

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service.

2013 66

2013 2019 Advertising Consumers 66