Forrester's Customer Insights

MARCH 13, 2024

People with disabilities are a valuable resource to firms looking to innovate and create new ways of working with their customers.

Innovation 55

Innovation Insurance Banking Financial 55

Forrester's Customer Insights

JUNE 14, 2023

Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]

Financial 26

Financial 2023 Customer Experience Customer Relationship Management 26

Forrester's Customer Insights

JUNE 10, 2022

The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.

Financial 26

Financial Technology Presentation Customers 26

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. Tailor your messaging, recommendations, and offers based on individual customer profiles and behavior.

Marketing 69

Marketing 2024 Social Media Download 69

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). To improve innovation, double your experiments.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

West Monroe

DECEMBER 11, 2022

” It's a story told time and time again: Companies that make strategic investments during a downturn—particularly in technological innovation—come out of them on top. Customer Experience. Customer-forward user experience/user interface design. Customer outreach and communication. Technology Integration.

Banking 52

Banking Marketing 2008 Financial 52

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Social Media 83

Social Media Feedback Banking Automotive 83

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

COPC

APRIL 1, 2024

Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality. A New Era in Contact Center Training These changes in contact center training methodologies mark a broader digital innovation trend.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Forrester's Customer Insights

MARCH 22, 2022

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […].

Financial 26

Financial 2022 Insurance Banking 26

Forrester's Customer Insights

MAY 20, 2024

Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success – but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]

Financial 37

Financial User Experience Advertising Banking 37

CloudCherry

JANUARY 21, 2020

VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

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

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. I believe that leading with a focus on the customer experience will absolutely deliver for organizations and their leaders. There is nothing formal about this. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency.

Sports 71

Sports 2009 2022 Financial 71

Experience Investigators by 360Connext

JULY 28, 2020

The new statement lists “delivering value to customers” as well as investing in employees. The customer experience investment needs to provide a return for your organization. Financial outcomes are certainly part of this, but it could include other goals. Customer insights are only useful if they lead to action.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

CSM Magazine

APRIL 27, 2022

“Being able to capture customer insight is table stakes. “What’s needed is the ability to empathize with every step of the customer journey to fuel action with insight. As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do.

Metrics 52

Metrics Telecommunications Contact Center 2021 52

ClearAction

APRIL 18, 2020

We embarked on the path to making customer-centricity a way of life. Customer Experience Innovation Actions. While customer experience annuities are generated through preventing issue recurrence and occurrence, sustainable revenue growth is stimulated by customer experience innovation.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

InMoment XI

JULY 7, 2015

The leaders of Mountain America decided to revamp their member/customer. View Article.

2015 200

2015 Innovation Customer Insights Article 200

Alida

NOVEMBER 10, 2017

Blockchain will transform many industries—including big markets like financial services —so companies need to get closer to their customers to understand the impact of this technology to consumer behavior. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

2018 174

2018 E Commerce Retail E-support 174

Forrester's Customer Insights

MAY 11, 2022

With its revised Payment Services Directive (PSD2), Europe aims to make payments safer and increase consumers’ protection, integrating new digital players into its market and requiring financial institutions to open their data and services to third parties.

Connections 43

Connections Financial Innovation Consumers 43

Forrester's Customer Insights

AUGUST 7, 2019

Something remarkable is happening with Asia Pacific online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they’re embracing innovation faster than ever before. Forrester found that consumers in Asia Pacific markets are some of the most advanced when it comes to digital engagement.

Consumers 47

Consumers Financial Innovation Engagement 47

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. For me, I like to drive change and innovation, and sometimes I’m unable to do that. Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

CSM Magazine

DECEMBER 10, 2019

Customer feedback is managed by the customer insights team, right? A company’s financial performance is critical, so finance is in the scope of almost every business team. Likewise, for companies to be truly customer-centric, customer feedback and insights must be embedded company-wide: from HQ to frontline teams.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Customer Connectedness: Infuse customer insight across the organization. Think of Jeff Bezos at Amazon whose mantra is “We start with the customer and work backwards.”

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Forrester's Customer Insights

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. Deep pockets and customer pressure to continually differentiate means that new digital capabilities are constantly in development. Still, this process is not unfettered.

Financial 26

Financial Innovation Information Banking 26

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY. When: July 17 to 19, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Telecommunications 40

Telecommunications Competitive Advantage Transportation Consulting 40

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. Even more important, your bankers and IT teams need to learn from each other in identifying key data, trends, and ways to gain greater customer insight.

Banking 52

Banking 2022 Financial Multi-Channel 52

Forrester's Customer Insights

JUNE 4, 2020

Innovation is a necessity in times of crisis, made easier by the expectation of fast delivery and the singular goal to coalesce and organize against. […].

Innovation 40

Innovation Financial Banking Technology 40

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else. throughout the customer journey.

Banking 40

Banking 2010 2017 Customer Journey 40

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Since the pandemic began, however, the challenge has evolved into not just standing out, but instead to effectively pivot, innovate and transform your business.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

transcosmos Information Systems

OCTOBER 8, 2015

Just how important is technology to customer service at this modern age? Technology enables faster and better service that customers demand. It’s a byproduct of technological innovation. Technology helps you to improve customer experience. Here are three reasons.

Technology 103

Technology Customer Service Social Media Loyalty Programs 103

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journey 50

Customer Journey Insurance Healthcare Hotels 50

Totango

OCTOBER 19, 2018

The session entitled Million Dollar Bet: Dimension Data is All-in for Customer Success, focused around the ROI that Dimension Data has seen 18 months into their partnership with Totango. Organizations are finally recognizing they cannot afford to ignore their most important asset, their customer. Is your renewal at risk?

ROI 48

ROI Customer Success Financial Events 48