Forrester's Customer Insights

MAY 25, 2021

In 2020 more design teams used service blueprints compared to 2019. But is service design visible and demonstrating value within organizations?

ROI 36

ROI 2019 2020 Customer Experience Design 36

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

ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us.

Roadmap 139

Roadmap Customer Experience Airlines Travel 139

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights.

Multi-Channel 62

Multi-Channel 2010 B2C Roadmap 62

C3Centricity

APRIL 2, 2018

No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. It depends? Let me explain.

Marketing 70

Marketing ROI Insights Social Media 70

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? So how can we build a team with comprehensive knowledge and insights?

Webinar 52

Webinar Customer Success Customer Journey Events 52

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. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. We’ll see businesses using chatbots to cut operational costs and streamline customer service processes.

2021 52

2021 Customer Experience E-support Omnichannel 52

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. Naomi Aiken , Customer Success Team Lead, ChurnZero. There will be a renewed focus on new customer onboarding.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. And then develop insights and actions.

Technology 77

Technology Information Consumers Retail 77

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

Gainsight

MARCH 19, 2020

In many organizations, Success is treated like customer support plus. In order to become tier-one executives, Success leaders need to use their deep insights about customers to drive strategic decisions with each of their go-to-market peers. The CFO won’t budge until you can make an ROI case. Our company launched in 2020.

Sales 59

Sales Marketing Metrics ROI 59

Gainsight

MARCH 9, 2020

In many organizations, Success is treated like customer support plus. In order to become tier-one executives, Success leaders need to use their deep insights about customers to drive strategic decisions with each of their go-to-market peers. The CFO won’t budge until you can make an ROI case. Our company launched in 2020.

Sales 52

Sales Marketing Metrics ROI 52

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44

Forrester's Customer Insights

OCTOBER 15, 2020

2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down. Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year.

2021 46

2021 Marketing Healthcare 2020 46

Currency Alliance

JUNE 1, 2020

After Covid-19, nearly every customer type will be more deliberate in how they spend money. Some will deliberately seek a fantastic, maybe life-changing experience in the second half of 2020 – to re-enforce the reasons for living in the first place. This allows customers to earn more points because no middleman is taking a cut.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Over 50% of companies also have a role or team dedicated to journey management or journey analytics.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

GetFeedback

JANUARY 27, 2020

That makes customer experience the leading factor driving revenue and retention, projected to eclipse price and brand as the key brand differentiator in 2020. With that in mind, it’s clear that companies need a dedicated Voice of the Customer (VoC) program to capture powerful insights and drive increased value through CX improvements.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Optimove

JANUARY 13, 2021

And smart CRM marketers know that though it involves adding another step to the overall work process – the ROI can be tremendous when adequately incorporated. Optimove clients who used multiple channels in 2020 outperformed those who used just one execution channel in each campaign. 5 – Trust AI More. 5 – Trust AI More.

Marketing 52

Marketing Measurement 2020 Entertainment 52

Qualtrics

MARCH 12, 2020

After years of investing in customer experience (CX) programs, time is running out for businesses to turn them into meaningful systems of action. By the end of 2020, customer experience (CX) will overtake price and product as the main differentiator setting you apart from the competition. Staying ahead in CX. Watch the Webinar.

ROI 32

ROI Banking 2020 Competitive Advantage 32

Optimove

DECEMBER 1, 2020

And smart CRM marketers know that though it involves adding another step to the overall work process – the ROI can be tremendous when adequately incorporated. Optimove clients who used multiple channels in 2020 outperformed those who used just one execution channel in each campaign. 6 – Start Brainstorm Sessions from Customer Insights.

Marketing 40

Marketing Measurement 2020 Entertainment 40

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. Quantifying ROI Remains the Top CX Challenge. By Stephanie Ventura.

Measurement 71

Measurement 2021 Management Omnichannel 71

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. 8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions. Quality management.

Contact Center 48

Contact Center Airlines 2021 Communication 48

Currency Alliance

NOVEMBER 17, 2020

If 2020 has taught us anything it is that diversification (or luck from being in the right sector) can be a lifeline. It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. putting the customer at the center of your business model.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Answer Dash

APRIL 17, 2020

Customer-based research, and the resulting customer experience insights, will help you to prioritize your CX improvements and work more intuitively on existing projects. You also need to be able to circulate those insights within your business in a clear, digestible format.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” The customer experience management market worldwide is worth as much as $7.6 billion in 2020.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

ProProfs Chat

MARCH 13, 2020

Anyone in the marketing field would know that the secret to marketing success is to make the customer feel that the whole world revolves around them. Businesses Can Gather Customer Insights. This helps to understand customer behavior better and make accurate and informed decisions on delivering the best customer experience.

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

Comm100

NOVEMBER 13, 2022

Social media: Customers often seek support through social media platforms like Twitter, Facebook, Instagram, WhatsApp, and more. 67% of consumers used social media for service-related needs in 2020, and this is growing. Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

SmartKarrot

DECEMBER 9, 2020

Customer experience is a determining factor to stick out from the competition. In 2020, this aspect held true more than ever. The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021.

2021 22

2021 Customer Experience Omnichannel 2025 22

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Wootric

OCTOBER 7, 2020

Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. The 40-60% of less frequent customers are a far larger commercial opportunity.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. But before we dive into what you need to know (and support) in order to create more value for your company and your customers… Acknowledging certain realities helps build a solid foundation for loyalty.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52