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

Hello Customer

AUGUST 24, 2020

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. Asking the right questions across the customer journey. “In

2007 81

2007 Marketing Touchpoint Government 81

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

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. The process of gathering, organizing, and analyzing customer feedback is an essential component of this process, and one that is most often facilitated by a solution or technology stack provided by a vendor.

White Paper 243

White Paper Social Media Feedback 2019 243

CloudCherry

FEBRUARY 26, 2019

It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. Customer Analytics and its diverse applications. Customer Analytics is gaining more maturity and sophistication.

2018 256

2018 2014 Measurement Retail 256

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. Threats vs. opportunities.

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. Threats vs. opportunities.

2019 40

2019 Customer Centricity Social Media Innovation 40

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Qualtrics

FEBRUARY 13, 2019

Marketing is constantly changing and attending conferences is one of the best ways to stay up-to-date with the industry. From content marketing to brand management to SEO, there are numerous marketing topics you can learn about. At brand and marketing conferences, you can get fresh ideas, that will help your company thrive.

2019 20

2019 Brands Marketing 2018 20

SurveySensum

DECEMBER 22, 2022

Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. So, what is VOC?

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 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

Hello Customer

AUGUST 24, 2020

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. Asking the right questions across the customer journey. “In

2007 52

2007 Marketing Touchpoint Government 52

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. So what’s a fearless CX champion like you to do?

2020 250

2020 Net Promoter Score ROI Metrics 250

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. 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. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes.

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

Forrester's Customer Insights

FEBRUARY 10, 2020

Although flowers and chocolates won’t be enough to embrace customer experience, prioritizing CX has never been more important in order to advance your firm’s marketing maturity. This is just one of the many important insights from the 2019 Forrester Analytics Global Marketing Survey- and one you can find […].

Marketing 38

Marketing 2019 Blog Insights 38

ClearAction

JUNE 29, 2023

Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers. She was Head of Corporate Quality at Applied Materials.

Leadership 62

Leadership ROI 2006 2024 62

Forrester's Customer Insights

NOVEMBER 8, 2018

Many attendees of our B2B Marketing 2018 Forum remarked how the energy was high and the focus was driven — the marketing and sales leaders who joined us in Austin were on a mission to overdeliver on business expectations for their practice and figure out how to manage the conflicting priorities that 31% of respondents to […].

B2B 46

B2B Sales 2019 Marketing 46

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. ” But instead, in 2019, things changed.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Speak to your customers in a conversational and personal tone. Customers expect constant innovation.

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Even in mature online markets such as North America and Western Europe, retail sales grew by 12% last year. Published on: November 21, 2018.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Technology and data are used to integrate CX across the business, with deep customer insight, skills, and platforms put in place to accelerate progress.

Touchpoint 69

Touchpoint Customer Centricity Culture 2019 69

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 33

Retail 2019 Blog B2C 33

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Empowering the whole company. Not exactly.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. In addition to her law degree she also has a postgraduate degree in business administration (focus on marketing). Customer strategy. Focus on one customer issue.

Travel 204

Travel Hotels 2010 Customer Journey 204

Forrester's Customer Insights

SEPTEMBER 21, 2014

Chinese people are hypersocial in their lifestyle and daily work, and Forrester forecasts that 681 million of them will be using social media by 2019. Chinese businesses have realized the importance of social for customer life-cycle management. customer analytics. customer insights. social listening.

Social Media 53

Social Media Airlines Transportation Travel 53

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. How to Create a Consistent Customer Experience Across Functions. Stepping into 2019 like….

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Clarabridge

MAY 11, 2018

After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience. Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! Gartner Breaks Down the Key to Customer Loyalty.

2018 40

2018 Social Media Healthcare 2019 40

NetBase

APRIL 6, 2020

Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. We have five ways brands should adapt their Covid-19 marketing to emulate the spicy chicken brand’s success. Knowing your brand’s voice is key in communication and marketing to your target audience.

Consumers 64

Consumers Advertising Social Media Brands 64

Kustomer

NOVEMBER 4, 2020

Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. The chatbot market size is projected to grow from $2.6 billion in 2019 to $9.4 Collect customer data and analyze it to gain insight into customer behavior.

2021 140

2021 Customer Experience E-support Omnichannel 140

Forrester's Customer Insights

JANUARY 29, 2019

Customers demand that marketing coordinate with sales, service, and commerce to deliver better experiences. That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report).

B2C 44

B2C 2019 Touchpoint Marketing 44

Forrester's Customer Insights

APRIL 9, 2019

I’m excited to share that our evaluation of loyalty technology providers — The Forrester Wave™: Loyalty Technology Platforms, Q2 2019 — is now live.

2019 41

2019 Loyalty Technology B2C 41

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. Here’s why. Categorically Speaking….

Customer Success 60

Customer Success 2019 2011 2009 60

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. You need to develop an intimate understanding of customer needs, for example by analyzing their interactions, and use this customer insight to drive real change. Can your customers trust you?

2018 65

2018 2022 Culture 2019 65