Optimove

MAY 18, 2020

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. ” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them.

2020 98

2020 Marketing Download Call Center 98

2020 Research

AUGUST 29, 2022

11, 2022, on how to build successful brand communities at scale. This can be done through a branded insight community (IC). What is a Quantitative Insight Community? A quantitative insight community (IC) enables customer-centric brands to create a continuous flow of deep customer insights.

Brands 52

Brands Banking Webinar Insights 52

Forrester's Customer Insights

FEBRUARY 26, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the CMO predictions for the year, we spoke with experts Keith Johnston and Nick Monroe.

Retail 42

Retail 2020 Brands Employee Experience 42

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

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. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). This doesn’t have to be strictly for support chat either.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Bain predicts annual revenue in this space could exceed $470 billion by 2020, with investments in the industrial side of IoT expected to top $60 trillion in the next 15 years.

2018 174

2018 E Commerce Retail E-support 174

CSM Magazine

JUNE 10, 2021

In fact, negative connotations still swirl around the contact centre despite the central position it has found itself in since the first quarter of 2020. According to a 2020 Call Centre Helper report , 23.9% 1) Lead the brand by example. To get the first part right, aim to create better customer experiences. A further 10.2%

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

Alida

DECEMBER 4, 2017

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. Historically, luxury brands were defined by status, opulence and popularity. A brand that was imported, such as Gucci, had cache, as did the Prada label. Focusing on customer experience.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. You don’t even have to say the words “customer experience” and it still happens. Customer experience is NOT a tool or technology or feedback system.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

CSM Magazine

APRIL 14, 2021

Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success.

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

Currency Alliance

JUNE 16, 2020

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. What really stood out is which brands were pulling off these feats. Travel brands have featured less heavily among the winners, this year, than ever before. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. Brands must stay on top of CX trends. AI re-imagines customer experiences and end-to-end customer journeys.

2021 140

2021 Customer Experience E-support Omnichannel 140

Forrester's Customer Insights

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. However, many brands wrongly think they have ticked the mobile box and […]. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation.

2020 50

2020 Marketing Brands B2C 50

C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

Insights 48

Insights Marketing Workshop Customer Centricity 48

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Are you a brand manager?

Brands 51

Brands Marketing E Commerce E-support 51

Qualtrics

NOVEMBER 19, 2019

More from Danielle: How Retail Brands Get the Customer Experience Right. The customer experience is where we’re going to excel. – Walter Li, Head of Insights at Cathay Pacific. Customer feedback is cheap. Customer feedback is cheap. Actionable insight can be valuable. Find Out More.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Forrester's Customer Insights

AUGUST 24, 2020

Neutrality Is No Longer An Option In the summer of 2020, brands did something they had never done before. In June, when the spotlight turned on racial justice, these brands communicated […]. They spoke up about race.

Brands 43

Brands 2020 Communication B2C 43

Forrester's Customer Insights

AUGUST 27, 2020

Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed. We added the utilities industry.

2020 49

2020 Customer Experience Customers Brands 49

Kustomer

OCTOBER 14, 2020

Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. Create a Longstanding Program.

Customer Service Strategies 105

Customer Service Strategies Customer Service Competitive Advantage 2020 105

Forrester's Customer Insights

FEBRUARY 4, 2021

The 2020 pandemic has forced consumers to digital touchpoints, accelerating the need for brands to up their game when it comes to digital commerce, engagement, and operations. Historically, most brands have sold through wholesale retail partner relationships and distributors. Forrester’s latest report, […].

Brands 41

Brands Management Touchpoint 2020 41

Forrester's Customer Insights

OCTOBER 23, 2020

Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions. But the 2020 pandemic has shaken luxury brands to their core.

Brands 37

Brands 2017 2020 Technology 37

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. Essentially it comes down to focusing on four key areas: 1.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

CloudCherry

MARCH 7, 2018

Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. According to a study conducted by IBM, more than 80% of data is considered dark and is unstructured, with expectations of this figure rising to 93% by 2020.

Customer Experience 186

Customer Experience Hotels Customers Insights 186

Forrester's Customer Insights

APRIL 16, 2021

All brands need to be selling to and engaging with consumers online. The experiences of the 2020 pandemic have only accelerated consumers’ shift to digital touchpoints. When it comes to brands’ digital commerce opportunity, it is not one size fits all.

Brands 36

Brands Touchpoint 2020 Consumers 36

Think Customers

JULY 29, 2022

The companies that understand customer intent—the purpose or reason behind a customer’s behavior—are better positioned to give customers want they want and outperform competitors. Insights into what customers want and need are more important than ever as the economy and market conditions change.

Apparel 59

Apparel Automotive Tourism Fashion 59

Forrester's Customer Insights

JUNE 1, 2021

Forrester’s Canada Customer Experience Index (CX Index™), 2021, reveals the scores of 97 brands across nine industries. Our full report has a wealth of data at the brand and industry levels. In brief, when we compare only brands that we studied both at the start of the pandemic in 2020 and in 2021, the quality […].

2021 37

2021 Brands Customer Experience 2020 37

customer sure

FEBRUARY 1, 2023

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

Forrester's Customer Insights

JULY 1, 2021

Since the onset of the COVID-19 pandemic in the US in March 2020, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 69

Consumers 2020 Brands Customer Insights 69

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Forrester's Customer Insights

FEBRUARY 7, 2022

Brands Thrive In The Pandemic’s Aftershock In 2020, companies braced for upheaval, navigating a century-defining pandemic through a fog of uncertainty. In an incredibly challenging year, these brands exemplified the […]. In an incredibly challenging year, these brands exemplified the […].

Brands 26

Brands 2021 2020 B2C 26

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. How are brands responding to these shifts? Are they ready?

Brands 26

Brands Healthcare Innovation Consulting 26

McorpCX

APRIL 18, 2022

Radically boost brand relevance while improving experience for your customers. According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs.

Customer Experience 52

Customer Experience 2020 Consumers Connections 52

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. They deserve it.

Roadmap 139

Roadmap Customer Experience Airlines Travel 139

Lumoa

OCTOBER 7, 2021

In contrast, a digital customer experience begins with an interaction directly with an organization or brand like placing an item in your basket then making the purchase. As of April 2020, the best face identification algorithm has an error rate of just 0.08%. But there’s predictive text and then there is predictive text.

2020 83

2020 Document Feedback Social Media 83

Forrester's Customer Insights

AUGUST 5, 2020

Late last year, in Forrester’s APAC predictions 2020 event, one of the predictions we made is “Leading brands will differentiate with ethical marketing to build long-term value.” Fast forward to the second half of the year, we see COVID-19 is accelerating the trend.

Brands 40

Brands Marketing 2020 Events 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

2020 132

2020 Customer Experience Magazine Consulting 132

Oracle

APRIL 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. As brands in every industry face more competition, customer loyalty is becoming harder to earn.

Loyalty Programs 52

Loyalty Programs Loyalty Customer Relationships Rewards Programs 52