CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Books 40

Books Customer Insights Insights Download 40

Experience Investigators by 360Connext

JUNE 13, 2023

CX in Operations Increasingly, companies are integrating CX into operations, driven by the understanding that delivering a seamless customer experience is a cross-functional responsibility. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. Stay updated on the latest personalization technologies and customer data management practices, always with the customer in mind.

2025 59

2025 Marketing 2024 Customer Centricity 59

Optimove

MARCH 28, 2023

The opportunity: By leveraging technology and focusing on data-driven strategies to maximize reach and impact, businesses can stretch their marketing dollars further and see accurate growth-driving results. The challenge: With more businesses vying for consumers’ attention, the cost of acquiring new customers is rising.

Marketing 52

Marketing Download Return on Investment Social Media 52

Upstream Works

DECEMBER 16, 2020

They have always had the Internet and mobility, and their entire world is filtered through those technologies. More often than not, customers are more digital than the contact center, and that means they’re the ones driving engagement. If you don’t speak their language, they won’t remain customers much longer.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

Experience Matters

DECEMBER 16, 2014

Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts. VoC programs currently suffer from bloated surveys, isolated datasets, and outdated technology. Download report for $195.

Customer Connectedness 130

Customer Connectedness Insights Customer Experience Download 130

Alida

SEPTEMBER 26, 2018

According to Gartner , 67 percent of companies compete mostly or completely on customer experience, and 81 percent expect to do the same in two years. Companies that adopt the customer experience path need to start by answering the question, ‘Who is the customer?’” Strategy 2: Sell more to your existing customers.

Customer Insights 408

Customer Insights Insights Books ROI 408

CSM Magazine

APRIL 14, 2021

Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success.

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

Oracle

OCTOBER 15, 2018

It’s the same with experience analytics — the level of data insights afforded by this kind of technology enables businesses to measure and learn about their customers in a way that was never previously possible in a digital environment. Experience analytics signals the new dawn of customer insights.

Touchpoint 190

Touchpoint Consumers Insights Measurement 190

ChurnZero

APRIL 12, 2022

To create a customer-centric organization , a CCO will: Work with billing and other business departments to improve customer interactions. Lead the creation of new Customer Success initiatives. Secure funding to invest in technology that tracks and supports a boost in customer experience.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Qualtrics

SEPTEMBER 23, 2020

In a study led by IDC's Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs: Invest in the right technology to interpret customer feedback so your team can quickly take action.

Net Promoter Score 48

Net Promoter Score Culture Download Social Media 48

ClearAction

OCTOBER 25, 2022

While technologies and data management can improve consistency and minimize many issues, you still depend upon people to set parameters, inputs and outputs. In fact, technology deployment requires full-time management. Your individual scores reveal your competencies in facilitating customer experience maturity, as described above.

Sports 71

Sports 2009 2022 Financial 71

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Strategy first, technology second.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Forrester's Customer Insights

OCTOBER 26, 2021

Forrester predicts more change in 2022 across CX, EX, technology, and marketing. Get a sneak peek at five of Forrester's 2022 predictions, and then download our guide to help inform your 2022 strategy.

2022 49

2022 Download Technology Marketing 49

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.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

CSM Magazine

JANUARY 4, 2023

Even the slightest slip in customer support can have a disastrous impact on your brand’s reputation, causing dire consequences for your bottom line. Advancements in customer service tech stacks have made it easier than ever for businesses to provide seamless, personalized service to their customers. Enter QR Codes.

Customer Experience 52

Customer Experience Magazine Download Customers 52

CSM Magazine

OCTOBER 18, 2019

Or maybe you’d love to gain more insights into your customers’ behavior? Brian Hodgdon, Head of CX Insight and Innovation, Dropbox. Nicola Millard, Head of Customer Insight and Futurology, BT. Find out more by downloading the AI for CX Forum Agenda. Harriet Rees, Head of Data Science, Starling Bank.

Culture 40

Culture Innovation Banking Document 40

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Download Now. Download Now.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

Quadient

JULY 26, 2022

Thirty years ago, customer communications were relatively straightforward. As technology evolved – from the introduction of the fax machine in the 1980s and email in the 1990s to mobile devices and social media in more recent years – it has increasingly influenced how businesses communicate with their customers. .

Communication 52

Communication 2022 Social Media Omnichannel 52

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. You also need to react to where they are and what they’re doing.

Net Promoter Score 70

Net Promoter Score E Commerce NPS Effort Score 70

Optimove

MAY 18, 2020

Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more. Gartner defines the MMH as a technology that orchestrates a company’s communications with and offers to customer segments across multiple channels.

2020 98

2020 Marketing Download Call Center 98

Alida

APRIL 11, 2017

Deep customer insight will help dealerships optimize their service levels and pricing. The dealership service industry has gained a reputation for putting short-term profit first at the expense of the customer. New technology offers the necessary tools to make this possible in a scalable and cost effective way.

Automotive 113

Automotive Competitive Advantage Loyalty Consumers 113

CSM Magazine

FEBRUARY 1, 2018

The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Submission forms and additional FAQs can be downloaded from the Customer Experience Matters® blog (tinyurl.com/2018CxVE).

Customer Experience 40

Customer Experience Customer Experience Professionals Insurance 2018 40

OpinionLab

MAY 19, 2016

For example, ask different questions on feedback comment cards attached to different pages on your website, locations and more to capture insight specific to the user’s experience at that exact point of their interaction with you. This provides key understanding on why your customers do not complete their journey.

Customer Journey Mapping 79

Customer Journey Mapping Customer Journey Insights Feedback 79

Bizagi

MARCH 26, 2020

It’s the gateway to customer insights and can help power new technology like the Internet of Things and Machine Learning. If companies are looking to embrace new technology, the compliance officer needs to guarantee compliance first. It’s why compliance officers are piloting technology to aid risk management.

Innovation 52

Innovation Government Insurance Document 52

Bob Hayes

DECEMBER 17, 2017

These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using these three skills. Download the complete 22-page white paper. What Data Science Skills Do you Need in a Big Data World? What Must You Ask?

2017 46

2017 White Paper Blog Competitive Advantage 46

CSM Magazine

MAY 30, 2017

There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. Customer experience management. Customer journey mapping. Customer insight. Customer loyalty & retention.

2017 40

2017 Customer Experience Customer Journey Mapping ROI 40

Qualtrics

OCTOBER 23, 2019

Unfortunately, one of the most common challenges is quantifying the value these initiatives actually have, which makes it challenging to invest in technologies to support them. “We We definitely benefited from having a centralized database for all our customer insights through Qualtrics. Download the Full Economic Impact Study.

Download 30

Download Consulting 2019 ROI 30

Eptica

DECEMBER 11, 2019

For example, AI-based technology can automatically scan incoming digital interactions and present agents with recommended answers and information to address the customers’ needs. The 2019/2020 Contact Babel Decision Maker’s Guide is available to download via Enghouse Interactive.

2019 75

2019 Customer Service Social Media NPS 75

Bob Hayes

DECEMBER 17, 2017

These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using these three skills. Download the complete 22-page white paper. What Data Science Skills Do you Need in a Big Data World? What Must You Ask?

2017 40

2017 White Paper Blog Competitive Advantage 40

Win the Customer

FEBRUARY 3, 2016

Tapping into customer insight is fundamentally about ease of use. Allows customer support teams to leave notes on feedback status. Downloadable reports. Downloadable data in excel format. Integration with any email client, customer relationship system or ticket tracking system. Custom URL.

Net Promoter Score 64

Net Promoter Score Customer Experience Social Media Feedback 64

Bizagi

JULY 24, 2018

A flexible platform that consolidates your information is a fast, cost-effective way to get the customer-centric capability that you need to thrive. It’s also important to consider how you make these customer insights available to your people. It’s technology that enables great experiences for customers.

Customer Journey 62

Customer Journey Customer Engagement Social Media Engagement 62

Qualtrics

JULY 2, 2019

That insight, combined with customer feedback, is why we launched Online Reputation Management which enables brands to amplify, analyze and interact with customers and the reviews they leave on major review sites like App Store and Yelp. Thanks for taking the time to learn what’s new in Customer XM at Qualtrics.

Innovation 39

Innovation Social Media Download NPS 39

Bizagi

SEPTEMBER 28, 2018

It’s the gateway to customer insights and can help power new technology like the Internet of Things and Machine Learning. If companies are looking to embrace new technology, the compliance officer needs to guarantee compliance first. It’s why compliance officers are piloting technology to aid risk management.

Innovation 48

Innovation Government Insurance Document 48

Qualtrics

JULY 23, 2019

where he studies the consumer tech market across 32 countries and providing actionable insights and strategic recommendations to many of the top technology companies in the world. Follow Ben for insights into research and technology. ( @BenBajarin ). He’s also the founder of Tech.pinions and TPThinktank.

Marketing 32

Marketing Net Promoter Score Entertainment Insights 32

Forrester's Customer Insights

JULY 11, 2018

I’m excited to announce that our list of top emerging technologies to watch in 2018 is out. If you are a client, you can download the report here; if not, here is a quick video blog. It explains what’s different about this year’s report and how we came up with our list. It further contains […].

2018 39

2018 Technology Download Blog 39

Alliance by IFS

OCTOBER 18, 2019

Personalizing service delivery through greater customer insights and digital engagement. Alliance’s service scheduling software , for example, uses demand forecasting technology, technician profiling, and real-time traffic data to improve workforce dispatch and routing. Boost Technician Productivity with Mobile Technology.

Multi-Channel 30

Multi-Channel ROI Customer Retention Travel 30