Forrester's Customer Insights

MARCH 23, 2022

Hybrid is very much in vogue as marketing leaders look to develop an event mix which delivers audience flexibility, digital insight and improved engagement. Indeed, in a survey we ran late last year, 58% of respondents agreed that all flagship events would be hybrid within 24 months.

Events 49

Events B2B Insights Marketing 49

ReviewTrackers

MAY 8, 2017

Looking for the latest trends, tools, strategies, and insights on CX? To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Insights 2010 59

Forrester's Customer Insights

AUGUST 4, 2020

B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver.

Events 51

Events B2B Technology Marketing 51

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Host Internal Events. by Sam Frampton.

Customer Insights 40

Customer Insights Insights Customer Centricity NPS 40

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event. Mohamed Zaki from the University of Cambridge.

2024 52

2024 Events Leadership Innovation 52

Forrester's Customer Insights

SEPTEMBER 8, 2021

In many ways, virtual events are more convenient than in-person events, but they demand a different approach as a delegate.

Events 39

Events Customer Experience Customers 39

CSM Magazine

NOVEMBER 1, 2023

That’s why I am delighted to confirm that in 2024, Sabio – alongside our partners, and industry leaders – will once again be providing the platform to address those challenges following the news that our Disrupt event will be returning to London in March. It’s set to be the CX event of the year once more!

2024 52

2024 Customer Experience Competitive Advantage Events 52

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 48

NPS Customer Insights Insights Net Promoter Score 48

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 48

NPS Customer Insights Insights Net Promoter Score 48

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. 3 Career Lessons From A Customer Insights Professional. And finally, for somebody who is starting a career in customer insights, what are three lessons that you’ve learned?

Roadmap 54

Roadmap Customer Insights Insights Definition 54

Alida

NOVEMBER 14, 2019

We celebrated our customers at Insights Day events across the globe, presented our vision and business strategy at Forrester’s CX SF , and went online with Argyle to talk about the customer experience with hundreds of marketing and CX professionals.

Consumers 171

Consumers Events Presentation Insights 171

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Forrester's Customer Insights

AUGUST 19, 2019

Both are important to consider when assessing the value that physical events deliver. ” This question, first attributed to philosopher George Berkeley in 1710, raises questions about observation and perception.* While you can attribute some ROI […].

ROI 52

ROI Events B2B Marketing 52

Optimove

JUNE 22, 2023

Perhaps the most compelling use-case for beacons, however, is that they enable brands to capture invaluable customer data as they move around a physical location in real-time; where do they spend most of their time in-store? After half an hour, you realize that you’ve just passed that cafe on the right for the third time.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

Forrester's Customer Insights

SEPTEMBER 8, 2021

In many ways, virtual events are more convenient than in-person events, but they demand a different approach as a delegate.

Events 26

Events Customer Experience Customers 26

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Alida

MAY 16, 2018

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. The evening revealed how some of the world’s biggest brands are integrating customer feedback into every decision. I included some highlights below.

Insights 154

Insights Events Advertising Webinar 154

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Was the agent polite?),

Events 93

Events Connections Feedback Brands 93

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights.

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

Forrester's Customer Insights

SEPTEMBER 18, 2020

One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute (..)

Events 65

Events Brands B2C Retail 65

Thematic

MARCH 13, 2023

It's a festival known for being the most unconventional event in the US. Even though this year's event had "only" 10,000 attendees, it was still filled with like-minded people. Based on my experience, the event delivered on these promises. Have you ever heard of Burning Man?

Entertainment 62

Entertainment Events 2023 Advertising 62

Forrester's Customer Insights

FEBRUARY 27, 2024

Forrester’s B2B event trends survey is back and we invite you to participate! Everyone completing the survey will gain access to the latest market trends and crucial information on building an audience-centric, integrated event strategy within their organization.

B2B 54

B2B Events 2024 Insights 54

SurveySparrow

MAY 3, 2024

Let’s see the reasons why customers consider SurveySparrow to be one of the Salesforce survey tools. Trigger Surveys Based on Salesforce Events Let’s say you want to automate a satisfaction survey after customer interaction with the support team. Automate surveys every time an event occurs in Salesforce. #4.

2024 52

2024 Demo Events Feedback 52

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? Hire me to speak or conduct a workshop at your next corporate or association event.

B2C 213

B2C Workshop Customer Retention B2B 213

SurveySparrow

DECEMBER 23, 2023

Whether it’s a simple rating or detailed questions, businesses can customize it. Dynamic Customer Insights: These surveys are like a snapshot of how customers feel right there and then. Transactional Surveys They are like the after-event reporters. It’s not a delayed reaction; it’s immediate.

Feedback 52

Feedback Sports Events Touchpoint 52

Forrester's Customer Insights

AUGUST 15, 2023

In-person events are an essential part of an integrated event mix, but attendance levels are down when compared to pre-pandemic levels, and macroenvironmental changes over the past three years have changed in-person events forever. At […]

Events 49

Events B2B 2022 2019 49

Forrester's Customer Insights

JUNE 15, 2020

Just In Time: CX NA’s Values Track Gives Us Exactly What We Need Right Now Forrester’s CX North America event includes a aalues content track. We didn’t know what the world would be like when we planned this track. But we’ve known for years that the intersection of values and business is growing in importance […].

Events 30

Events Customer Experience Customers 30

CSM Magazine

MAY 26, 2020

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency.

Webinar 52

Webinar Customer Engagement Engagement Events 52

2020 Research

NOVEMBER 2, 2023

When customers can answer in their own words, you might get unexpected yet helpful responses. Consider Current Events : During market research, stay aware of what’s happening locally, nationally and globally. Allow for Open Feedback : When utilizing a survey for your concept testing, it should include open-ended questions.

Feedback 59

Feedback Events Advertising Insights 59

Forrester's Customer Insights

APRIL 4, 2023

For over two decades, Forrester’s B2B Summit has attracted and educated leaders in sales, marketing, product, and customer engagement disciplines, furthering their professional development and “what it means” around everything from corporate alignment to generative AI.

Events 26

Events B2B Sales Customer Engagement 26

ShepHyken

MAY 26, 2023

Businesses create lasting memories that leave a positive impression on customers by providing unique and exclusive experiences, such as VIP access, events, or personalized services. These experiential rewards create memorable moments for customers, forging deep connections and generating positive word-of-mouth.

Loyalty Programs 62

Loyalty Programs Loyalty Customer Experience Customer Centricity 62

CSM Magazine

OCTOBER 28, 2021

Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Register now to join live or pre-order the recording!

Customer Centricity 52

Customer Centricity Webinar Culture Government 52

customer sure

NOVEMBER 27, 2023

Guy Letts, CEO of CustomerSure, said: “As an organisation, we’ve not focused too much on industry accolades in the past as we’ve always been too busy building our offering and delighting our customers.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations.

NPS 26

NPS Customer Insights Insights Net Promoter Score 26

Gainsight

MARCH 8, 2022

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . See More from Evolve.

Insights 98

Insights NPS Events Leadership 98

Totango

FEBRUARY 14, 2020

By working together, your customer success and marketing departments can inspire one another to create more effective strategies that increase both new leads and retention rates. How Customer Success and Marketing Can Work Together Effectively. When you align marketing with customer success, everyone wins.

Customer Success 99

Customer Success Marketing Events Customers 99