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

Innovative CX

FEBRUARY 26, 2019

I’ll admit that as of late, the title customer experience professional has been bestowed on many different roles within an organization. The reverse is not true – we aren’t all called salespeople or marketers or financial planners regardless of our role, are we? What’s in a Name?

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Difficulty in isolating impact of consumer insights.

Marketing 70

Marketing ROI Insights Social Media 70

BirdEye

MARCH 24, 2023

Customer preferences and expectations keep changing, and a great development strategy can help your brand keep pace. A sound strategy will allow you to identify, incubate, and execute new business development concepts that lead to innovation, new partnerships, and better relationships with new and existing customers.

2023 98

2023 Return on Investment Social Media Sales 98

CX Journey

MAY 3, 2016

They are trained continuously on what delivering a great customer experience means for the organization. Best practices and customer stories are shared regularly with employees. Experience Design, Improvement, and Innovation We can't do all of this work and not make improvements to the experience! And rightly so. And rightly so.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Previously, a customer had to engage with the chat agent and ask for help. The highest-ranking answer? ‘No Should but.

Customer Experience 49

Customer Experience Sales Customers ROI 49

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. It’s a dynamic process where customer insights aren’t just collected. But what exactly is a Closed Feedback Loop?

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Previously, a customer had to engage with the chat agent and ask for help. The highest-ranking answer? ‘No Should but.

Customer Experience 53

Customer Experience Sales Customers ROI 53

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. AI-enabled analytics for vital customer insights.

Customer Experience 11

Customer Experience Automotive E Commerce E-support 11

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

2009 22

2009 Banking Insurance Financial 22

ClearAction

MARCH 20, 2020

Customer-centric voice-of-the-customer respects customers’ inputs by emphasizing cross-functional collaboration in tackling the root causes behind chronic thorny issues. VoC ROI is highest when you’re using it to guide prevention of issue recurrence for all customers.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Kristen Hayer.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. As we enter a new decade of relentless competition, innovation, new forms of regulation, and changes in customer behavior, the key for brands is to go back to some basics and build a solid foundation.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Martin Hill-Wilson

AUGUST 27, 2015

In this regard a customer hub model excels at grooming multi disciplinary talent and an ‘outside-in’ mindset. If differentiation and market leadership matter, then the increasing speed of digitally powered markets implies BAU (business as usual), innovation and improvement must be continuously feeding off each other to get/stay ahead.

Multi-Channel 53

Multi-Channel Sports Social Media Customers 53

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. Technology considerations must take into account the entire customer lifecycle and brand experience. Mark Harrington. ClutchSuccess.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Encourage your key customers to participate in co-creation opportunities.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Currency Alliance

SEPTEMBER 17, 2019

There are plenty of customers, not currently earning loyalty currencies with these brands. Furthermore, new operators of mobility and financial services solutions are keen to enter the fray. This mixture shows a rare willingness to experiment and innovate to find the most profitable partnership model that incentivizes member activity.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

Qualtrics

FEBRUARY 26, 2019

But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. Dun & Bradstreet has long been a top player providing commercial data, analytics, and insights for businesses. It’s important for motivation.

Customer Experience 37

Customer Experience Books B2C B2B 37

Thematic

NOVEMBER 13, 2018

Listening to your customers ultimately means creating a better customer experience over time by driving change in the right places. VOC provides good direction for product development as well as product innovation so that you can d evelop improved products that your customers will appreciate as they’ll better fit their requirements.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101