Martin Hill-Wilson

SEPTEMBER 22, 2016

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance. Digital Profiling.

Multi-Channel 83

Multi-Channel Insurance Customers Customer Journey 83

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum.

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

NOVEMBER 15, 2021

Because each customer segment will respond differently to available loyalty incentives, tailoring the customer experience by segment across channels is essential to maximize ROI. Currency Alliance operates the backend point-based loyalty infrastructure for dozens of international brands.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Bizagi

SEPTEMBER 3, 2018

This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face. If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Pointillist

FEBRUARY 19, 2018

But in holistic, cross-channel journey analytics, the idea that touchpoints of a similar category will be the same across enterprises is an antiquated notion. Customer journeys are as unique to individual businesses as fingerprints. AI-enabled Customer Analytics Discovers High-Impact Customer Insights.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. Clarabridge. For more information, visit www.clarabridge.com. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

MAY 9, 2022

The shift to API-first software is the biggest business opportunity of the digital era, since it allows enterprises to serve customers in a smooth and consistent manner via multiple digital and physical channels, and allows customers to choose how they engage with a brand. . Device agnostic.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

ProProfs Chat

DECEMBER 17, 2021

Try to create engaging surveys with ample white spaces, images, and branding to elevate customer’s excitement for completing an in-app feedback survey. Due to available alternatives in the market, customers are impatient and tend to switch to other options. a) Come Across as a Brand That Cares. Create Beautiful Surveys.

Feedback 52

Feedback Roadmap User Experience Insights 52

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. They don’t want to re-enter information they’ve already provided.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

DECEMBER 1, 2020

If companies keep operating their loyalty programs like they did in 2000, then by 2025 it’s likely they’ll be investing a lot of money in programs that their customers use only once, and quickly recognize it could be a decade before they reach interesting rewards. Multi-serviced. Why should investing in loyalty be different?

Loyalty Programs 52

Loyalty Programs 2025 Loyalty Multi-Channel 52

Martin Hill-Wilson

MAY 27, 2015

There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. It’s all useful if you remember the golden rule of customer insight. Preferences in their multi device use. Mobile banking. Complaining via social channel. Information based e.g. maps.

2005 65

2005 2014 2013 2007 65

Currency Alliance

APRIL 10, 2021

The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers. Emotional attachment to a brand also means customers are more forgiving when things go wrong. referring friends.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

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. In fact, the most loved brands usually don’t have a points-based loyalty program at all. Part 1: Loyalty program basics.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

FEBRUARY 10, 2020

Despite some commendable efforts – such as those by Tesco (with its attractive redemption value) and Pick ‘n’ Pay (with its openness to collaborate with other brands) – most include only piecemeal achievements. A grocer would be well-placed to anchor brands from each category in a powerful loyalty coalition.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? As a solution, many large banks are collaborating with FinTech firms.

2016 111

2016 2017 Customer Experience Social Media 111