Happy or Not

DECEMBER 7, 2023

To succeed, you need valuable insights that go beyond the usual customer feedback. That’s where non-buyer customer feedback comes into play. For most companies, customer insights are a goldmine waiting to be tapped.

Feedback 36

Feedback Social Media Multi-Channel Return on Investment 36

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Centercode

JANUARY 22, 2021

They’re listening to their customers. The most innovative minds in tech know that no instinct or amount of experience beats actually listening to your customers. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

Forrester's Customer Insights

FEBRUARY 21, 2023

We then organized them according to when firms can expect return on investment and provided details about the technologies and their use cases. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later.

Banking 49

Banking Return on Investment Innovation Technology 49

ClearAction

DECEMBER 12, 2017

Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality Maps help your project teams learn about end-to-end customer experience and pain points in a storyboard format, with an eye toward future innovation. “By

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Customers 54

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

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. Why Does Voice of the Customer Matter? 7 Secrets of Voice of the Customer Success. White Paper.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

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.

2015 97

2015 Multi-Channel 2014 CEM 97

SmartKarrot

JUNE 30, 2021

Driving strategy to ensure measurable customer success, retention and expansion opportunities. Working closely with Product to share customer insights that inform future product developments and effectively bring those innovations to bear for optimal customer success.

Customer Success 10

Customer Success Return on Investment Customer Satisfaction Customers 10

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

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

Customer Experience 49

Customer Experience Sales Customers ROI 49

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

Customer Experience 53

Customer Experience Sales Customers ROI 53

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

Bold360

DECEMBER 1, 2016

Technology considerations must take into account the entire customer lifecycle and brand experience. “One of the most common mistakes companies make when selecting customer experience technology is…” Focusing solely on today’s ‘hot’ topic. And it is best to do that from the get go, rather than as an afterthought.

Customer Experience 104

Customer Experience Customers Consulting E-support 104