Forrester's Customer Insights

MARCH 9, 2022

When we asked B2B buyers what they think about the content they receive from vendors, over 60% of respondents to Forrester’s 2021 Content Preferences Survey gave these unflattering opinions. Lacking substance. Buyers are drowning in a sea of sameness. They fail to find any value in the content they receive, because much of […].

Leadership 26

Leadership B2B 2021 Brands 26

Gainsight

JANUARY 26, 2022

Because it contends with measuring against high Customer Acquisition Costs (CAC) incurred against Marketing and Sales expenses, the cost to acquire new logo or customers is much higher than CAC from existing customers. In fact, according to a 2021 KeyBank Survey , th e median cost of attaining $1 of new logo revenue is $1.67

Sales 111

Sales Customer Success ROI Customer Centricity 111

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success.

2022 52

2022 Customer Success 2021 2020 52

Think Customers

JULY 29, 2022

Businesses are eager to unlock insights that can help them adapt to change and reengage customers. According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020.

Apparel 59

Apparel Automotive Tourism Fashion 59

Think Customers

JUNE 10, 2022

At the start of the COVID-19 pandemic, automotive sales tumbled in 2020 before surging demand and a global chip shortage sent prices skyrocketing in 2021. We’re constantly giving reviews, and constantly having one-on-ones with our teammates so they feel connected with their leadership and they feel connected with the organization.

Automotive 52

Automotive Leadership Seminar Customers 52

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. VIsibility into customer interactions and IVR usage. Quality management.

Contact Center 48

Contact Center Airlines 2021 Communication 48

Forrester's Customer Insights

SEPTEMBER 29, 2021

In the Forrester/InfoWorld Enterprise Architecture Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact.

2021 49

2021 Innovation Leadership Technology 49

West Monroe

JANUARY 25, 2022

A 2021 report by American Banker found that while Gen Z and millennials vastly prefer app-based interactions, Baby Boomers and older generations still more heavily rely on in-person and online channels. It’s required for banks seeking to leverage digital technology to gain insight into operations. Taking action. Taking Action.

Banking 52

Banking 2022 Financial Multi-Channel 52

Forrester's Customer Insights

SEPTEMBER 28, 2020

Sales leaders should set themselves and their teams up for a successful 2021 by negotiating a realistic and achievable annual quota.

2021 51

2021 Sales Leadership 51

Forrester's Customer Insights

SEPTEMBER 21, 2020

Here are five steps marketing operations leaders must take in 2021 to drive their organization’s success. B2B organizations are depending on marketing operations to lead them out of the crises of 2020.

Marketing 40

Marketing Leadership 2021 B2B 40

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Catherine Blackmore. Donna Weber.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Forrester's Customer Insights

JANUARY 12, 2022

At the Forrester Tech & Innovation Forum 2021, I discussed how leaders can learn from elite sports with leadership coach and author Drew Povey.

Sports 26

Sports 2021 Leadership Innovation 26

SurveySparrow

MAY 9, 2021

CX Strategy For 2021 In 8 Simple Steps. With these out of the way, it’s time to talk about the all-important question – How to build a CX strategy in 2021 in just 8 simple steps? . So, give them a product tour, employ chatbots to support them, and conduct customer effort surveys to know their customer effort score.

2021 59

2021 Customer Satisfaction Customer Experience Advertising 59

Currency Alliance

DECEMBER 17, 2019

OPTIMIZE LOYALTY LEADERSHIP. customers migrate to the brands that can sense opportunities and quickly respond. speak to customers as real people, about things they care about, using low-cost, readily available martech platforms – and hire talented personnel who know how to efficiently deploy these tools.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Qualtrics

MAY 19, 2021

Combine employee and customer insights to re-think how government serves people. One of the things we’re hearing from agency leadership is that the workforce is one of the biggest priorities they have,” he said. ‘We The post Experience Symposium 2021: 3 government highlights appeared first on Qualtrics.

Government 26

Government 2021 Definition Leadership 26

Qualtrics

MAY 19, 2021

Combine employee and customer insights to re-think how government serves people. One of the things we’re hearing from agency leadership is that the workforce is one of the biggest priorities they have,” he said. ‘We The post Experience Symposium 2021: 3 public sector highlights appeared first on Qualtrics.

2021 26

2021 Government Definition Leadership 26

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. So at some point, if you want to mature within customer experience, you need to widen your horizon.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83