Forrester's Customer Insights

JANUARY 21, 2021

On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a worsening pandemic early in the year. Last year ended up being a tale of two cities for the channel. With catlike reflexes, the IT channel emptied the laptop supply chain and became […].

2021 70

2021 Government Omnichannel B2B 70

Totango

APRIL 5, 2022

In 2021, customer feedback provider InMoment acquired Wootric, an app for conducting NPS surveys inside web apps. Omnichannel customer experience management provider SurveySparrow offers an NPS survey platform. These additional features set Totango apart as a tool for not only tracking but also managing NPS scores.

NPS 102

NPS 2022 Net Promoter Score Multi-Channel 102

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. CHAPTER 4.

Omnichannel 90

Omnichannel Customer Service Social Media Healthcare 90

Forrester's Customer Insights

MARCH 22, 2021

In case you missed, Now Tech: Cross-Channel Campaign Management In Asia Pacific, Q1 2021 is out, where we covered 27 key CCCM players in the region. The three words that every customer longs for and every marketer strives for. Contextual. Personalized. – The pace of consumer behavior change has mutated this year as a […].

Management 32

Management 2021 Consumers Marketing 32

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. reporting that they are very or extremely effective at connecting sources into a single customer view.

Measurement 71

Measurement 2021 Management Omnichannel 71

Forrester's Customer Insights

JUNE 3, 2021

Following up the previously published Now Tech report, I’m excited to announce that The Forrester Wave™: Cross-Channel Campaign Management In Asia Pacific, Q2 2021 is now live.

Management 30

Management 2021 Measurement Technology 30

West Monroe

JANUARY 25, 2022

Consumers still want an omnichannel experience. 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. Chapter 2: Drive more efficient operations through Data, AI and Automation.

Banking 52

Banking 2022 Financial Multi-Channel 52

SmartKarrot

DECEMBER 9, 2020

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. This is because customer experience has become the deciding factor for customers to choose whether they want to be associated or not.

2021 22

2021 Customer Experience Omnichannel 2025 22

SurveySparrow

SEPTEMBER 28, 2021

Exciting times up ahead for both customers and employees! . 12 Top AI Conversational Platforms For 2021 And Beyond! We’ve answered these two, and it’s time we let the cat out of the bag and give 12 top AI conversational platforms for 2021. The post 12 Top AI Conversational Platforms For 2021 appeared first on SurveySparrow.

2021 52

2021 E-support Social Media E Commerce 52

SurveySensum

JULY 20, 2023

Regularly monitor performance metrics , sales data, and customer feedback to assess the effectiveness of implemented strategies. Collect omnichannel feedback in real-time Identify touchpoints with the most friction with journey-based dashboards Identify top trends and sentiments from thousand of feedback text analysis in just a few minutes.

Retail 52

Retail Feedback 2023 Social Media 52