Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Analytics Practices in Customer-Centric Programs.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Thunderhead

JULY 15, 2019

And while such a handover can be unsettling for the uninitiated, the rewards of this level of customer-centricity are significant. Journey orchestration is virtually useless unless we can understand customer intent. When setting commercial goals, I ask the simple question: “What is the net customer value-add?”.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

2018 58

2018 2017 B2C B2B 58

Forrester's Customer Insights

JUNE 29, 2022

Learn how the customer lifecycle framework helps B2B and B2C business leaders – enterprise-wide! calibrate what are too-often internally focused processes instead of the customer's process and perspective in order to become more customer obsessed.

B2C 26

B2C B2B Customers Customer Centricity 26

ReviewTrackers

MAY 8, 2017

Interactive Customer Experience (ICX) Summit. The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Speakers are from companies like Tesco Mobile, Marks & Spencer, Finnair, Barclays, and Heathrow Airport. When: June 5 to 7, 2017. Where: Dallas, TX.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Thematic

FEBRUARY 12, 2019

Your journey maps will be important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points. The best journey maps, regardless if they are for B2B or B2C, include the real emotions of the customer experience.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Annette Franz. Ashna Patel. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Forrester's Customer Insights

OCTOBER 25, 2023

Transform traditional retail stores into dynamic, customer-centric spaces that enhance experiences and drive business outcomes.

Retail 54

Retail Customer Centricity B2C Customers 54

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Definition 64

Definition Net Promoter Score Customer Experience B2C 64

Forrester's Customer Insights

SEPTEMBER 16, 2020

By April of this year, an astounding 62% of US online adults had performed some kind of online transaction for the first time as a direct result of the COVID-19 pandemic — many began ordering products online for delivery, others experimented with digital payments or started banking online, and some opted to receive medical advice […].

Consumers 65

Consumers Banking Retail Customer Centricity 65

Forrester's Customer Insights

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

2023 31

2023 Loyalty Customers Engagement 31

Forrester's Customer Insights

OCTOBER 25, 2022

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. As both customer and business needs change, programs are evolving […].

Loyalty Programs 49

Loyalty Programs Loyalty Consumers Brands 49

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

2018 49

2018 2009 Insights Customers 49

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 44

Consumers 2020 Technology Customer Centricity 44

Forrester's Customer Insights

MARCH 6, 2019

But what if we told you that customer-centric privacy programs […]. Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create. In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018.

2018 46

2018 2019 Customer Centricity Return on Investment 46

Forrester's Customer Insights

OCTOBER 26, 2022

Are you responsible for building, improving, or evolving your company’s digital business strategy? If you answered yes (or even “mostly yes”), then the Develop The Digital Strategy priority within the Forrester Decisions for Digital Business & Strategy service is for you!

Healthcare 26

Healthcare Travel Financial Retail 26

Forrester's Customer Insights

AUGUST 19, 2020

Customer Service As We Know It Has Changed What is was Customer Service? All customer engagement in the post-sales customer journey. Support to enable better use of a product or a service. A mandatory investment that adds to cost (and this needs optimization to manage revenues). Yes, but no.

Customer Service 41

Customer Service Marketing Customer Journey Customer Engagement 41

Forrester's Customer Insights

MARCH 29, 2022

Fueled by industry and pandemic forces, QR codes have shot onto the scene at every stage of the CLC. Our recently published research, which includes an analysis of over 125 QR codes, highlights several best practices Brands should use when they implement QR codes into their strategy.

Brands 26

Brands Customer Centricity B2C Innovation 26

Forrester's Customer Insights

APRIL 4, 2023

Success in an uncertain economy requires customer obsession. Register now for CX North America to get the cutting-edge research and actionable frameworks you need to achieve your goals.

Customer Centricity 26

Customer Centricity B2C Customers Marketing 26

Forrester's Customer Insights

OCTOBER 23, 2020

Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels. Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt!

2021 33

2021 Customer Centricity B2C B2B 33

Forrester's Customer Insights

DECEMBER 16, 2019

This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to experiment and less and less likely to trust traditional advertising.

Brands 26

Brands Advertising Customers Marketing 26

Forrester's Customer Insights

SEPTEMBER 14, 2020

COVID-19 has disrupted school, summer vacations, birthdays, weddings — you name it. It has been equally unforgiving to marketers, whose carefully crafted marketing plans became irrelevant amid store closures, erratic shopping trends, and supply shortages.

Marketing 36

Marketing Social Media Customer Centricity Measurement 36

Forrester's Customer Insights

OCTOBER 16, 2018

It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. Nearly 40% of CMOs say that a lack of consistent customer experience (CX) prevents greater online sales revenue. Empowered customers now […].

Marketing 39

Marketing Contact Center Customer Journey Sales 39

Forrester's Customer Insights

APRIL 10, 2020

Marketers, let’s face it: Offering consumers a great experience across their entire customer journey remains a challenge. Despite technology that provides insights, touchpoints are multiplying, marketing channels are still siloed, and customer expectations for a seamless brand experience continue to grow.

Customer Journey 39

Customer Journey Touchpoint Consumers Customer Expectations 39

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Forrester's Customer Insights

AUGUST 23, 2018

In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […].

Consumers 22

Consumers Blog Technology Interaction 22

Pointillist

APRIL 17, 2019

Digital Experience Platforms Pros and Cons Pros Cons Provides a broad set of tools for digital experience management, including content management, personalization, some analytics Complex suites requiring multiple products to be successful Support B2B, B2C, and B2E use cases Limited connectivity to other data sources (e.g.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Forrester's Customer Insights

SEPTEMBER 17, 2020

Forrester recently explored changes in how consumers buy products and services.

Consumers 41

Consumers Brand Values Brands Customer Centricity 41

Forrester's Customer Insights

MARCH 27, 2019

Direct-to-consumer brands (DTC) are making a splash — for example, Glossier and Rent the Runway just reached unicorn status (a valuation of $1 billion or more) last week. What does this mean for incumbent brands? We’ll be unpacking the DTC trend and its repercussions next week at Forrester’s Consumer Marketing Forum in New York City, […].

Brands 48

Brands Consumers Marketing B2C 48