ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. —the The post Announcing The Winner of the C3 2020 Analytics Awards Program!

2020 59

2020 Net Promoter Score Contact Center Average Handle Time 59

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. —the The post Announcing Three Finalists for the C3 2020 Analytics Awards Program!

2020 59

2020 Contact Center Net Promoter Score Average Handle Time 59

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

CX University

JANUARY 30, 2024

It has seen a consistent increase in its NPS over the years, with the score rising from +77 in 2020 to +90 in 2024. CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. NPS provides useful comparative data across industries. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS 2024 2023 52

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. Petco tapped into its own veterinary staff as well as the PetCo Pet Wellness Council, a coalition of animal health experts, to provide information and insights on the coronavirus curated for customers. Brand Move Roundup – April 21, 2020. Brand Move Roundup – April 20, 2020.

2020 52

2020 Brands Hospitality Entertainment 52

Qualtrics

FEBRUARY 10, 2020

Plus, you can also close the loop on those same platforms, so wherever your customers are you can listen and take action. Earlier this year we launched our new conversational API to pull in insights from messaging apps. Understand - understand the hidden meaning in your data and get to insights faster. Voice, analyzed.

2019 58

2019 2020 Feedback Insights 58

Forrester's Customer Insights

APRIL 20, 2020

In “The Forrester Wave™: Digital Wealth Management Platforms, Q1 2020” report, we identified the 13 most significant digital DWMP providers, which we evaluated across 26 criteria. We define a DWMP as: An […].

2020 43

2020 Management Insights Financial 43

Centercode

JANUARY 29, 2020

As a research analyst for Centercode, the best part of my job is using data and research practices to uncover insights on the Customer Validation industry. Last November, my team conducted a survey of professionals across all verticals of the Customer Validation industry for the third year in a row. Don’t stop here.

2020 59

2020 2019 2018 Metrics 59

Optimove

MAY 18, 2020

” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more.

2020 52

2020 Marketing Download Call Center 52

SurveySparrow

JULY 26, 2020

A subscription management software helps businesses to power up the sales and billing of services and products on a recurring basis, thereby helping the organizations to manage revenue and provide better services to customers. 10 Best Subscription Management Software for 2020. The market offers numerous tools.

2020 52

2020 Management B2B Financial 52

Forrester's Customer Insights

OCTOBER 14, 2020

It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series.

2020 37

2020 Advertising Events Blog 37

CX University

OCTOBER 12, 2021

CXPA revised its rubric after commissioning a detailed 2020 job analysis study. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

Definition 98

Definition 2021 2014 ROI 98

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. That said, customers are becoming more sensitive to when brands fail to do this.

2020 40

2020 Brands Customer Experience Feedback 40

Forrester's Customer Insights

FEBRUARY 11, 2020

CX is still king in 2020. Modern CRM must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top 5 trends for CRM in 2020: Self-service for end-to-end customer journey support increases.

2020 52

2020 Customer Journey Customer Engagement Engagement 52

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal.

2020 79

2020 Customers Blog Customer Insights 79

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Forrester's Customer Insights

FEBRUARY 12, 2020

I recently hosted Forrester’s Predictions 2020 webinar, where I interviewed CEO George Colony and other Forrester thought leaders on the dynamics that will shape 2020 and beyond. Attendees were able to ask questions during the webinar, some of which could not be answered live.

2020 52

2020 Webinar Information Retail 52

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

Forrester's Customer Insights

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

2020 51

2020 Marketing Brands B2C 51

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% Capture every possible insight, distribute the relevant ones. A further 10.2% A further 10.2%

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

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 43

Retail 2020 Brands Employee Experience 43

Qualtrics

NOVEMBER 19, 2019

– Walter Li, Head of Insights at Cathay Pacific. Customer feedback is cheap. Actionable insight can be valuable. Taking action on insight is precious.”. – Richard Waring, Head of Group Insight, Market Research & Customer Experience at Bank of Ireland. Read more: How HR can drive real impact.

2020 31

2020 Management Chief Customer Officer Healthcare 31

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

Forrester's Customer Insights

MARCH 9, 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.

Retail 43

Retail 2020 Consumers Customers 43

Forrester's Customer Insights

OCTOBER 31, 2019

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.

2020 45

2020 Customer Service Customers Management 45

ChurnZero

OCTOBER 8, 2021

To be accepted for the Tech Cares Award, each nominated organization had to be a B2B technology company that demonstrated strong CSR in 2020 and 2021. Not only do we feel that these companies are deserving of recognition—we also consider their example when deciding how we ourselves can find new ways to create a stronger culture.”.

2021 98

2021 B2B Healthcare Touchpoint 98

Forrester's Customer Insights

JUNE 24, 2020

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles.

2020 62

2020 User Experience Customer Centricity Customer Experience 62

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. This year is especially exciting for two reasons: 1.

2020 49

2020 Customer Experience Customers Brands 49

Currency Alliance

JUNE 16, 2020

So the initiative offers meaningful utility to many customers. 15,000 members participated before the Loyalty Magazine Awards submission deadline (February 2020), and by March, the trial had been rolled out permanently to stores UK-wide[i].

Magazine 52

Magazine Loyalty Innovation 2020 52

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

Innovation 52

Innovation Contact Center 2021 Magazine 52

Forrester's Customer Insights

MARCH 17, 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 B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail.

B2C 47

B2C Retail 2020 Marketing 47

Forrester's Customer Insights

MARCH 18, 2021

Despite COVID-19, customer experience measurement improvement at leading companies continued in 2020 and led to business growth. Learn more.

2020 41

2020 Measurement Customer Experience Customers 41

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Forrester's Customer Insights

SEPTEMBER 10, 2019

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Healthcare 49

Healthcare 2020 Customer Experience Customers 49

Think Customers

OCTOBER 28, 2020

“As technology makes it possible, your customers will demand an increasingly frictionless customer experience,” Peppers predicted back in 2013 in a post presciently titled, “May You Live in Frictionless Times: Imagining the Customer of 2020.”. Other experts agree. “If

Financial 52

Financial Insurance Banking 2013 52

Talkdesk

MAY 1, 2020

Opentalk 2020 goes virtual We are applying these three ideas at Talkdesk®. We transformed Opentalk 2020 , the premier CX event of the year, into a virtual conference to bring together the industry’s leading customer experience pioneers to share business continuity insights and best practices. .

2020 55

2020 Events Innovation Insights 55