Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. implement is a Voice of the Customer (VOC) program for the product team.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. Customer strategy. The process looks a bit like this: Invite customers. Focus on one customer issue. Gather insights.

Travel 204

Travel Hotels 2010 Customer Journey 204

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. NPS surveys are short and simple allowing customers to speak their mind without significant time commitment, and time is something a leaving client would not want to waste.

Feedback 95

Feedback NPS Roadmap Customers 95

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

inmoment

JUNE 1, 2020

As a society, we are embarking on truly uncharted territory, and brands know they need to continue supporting, evolving and communicating with customers in a way that resonates. In the new ‘empathy economy’, the secret weapon lies within your customer feedback and your brand’s ability to turn those insights into action as quickly as possible.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40

CCO Council

OCTOBER 28, 2017

I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward. I've partnered with Bob Taylor, former CCO of Samsung SDS and present CDO of from.digital, a digital transformation agency to bring this to you.

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

Customer Alignment

OCTOBER 2, 2017

Transactional, complaint, social or whichever direct feedback is important and does gives a barometer of the quality of the delivered customer experience at that point in time – so that companies can take action. This action is reactive and based on past or present behaviour, events or interactions. Leverage existing insight.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

SmartKarrot

APRIL 20, 2022

Regularly run calls and presentations with your client base to share Partnerize product offerings, relevant industry trends, corporate updates, account updates. Be an advocate for your clients across the various internal teams to ensure that the customer needs are met and they have the best experience. testimonials, case studies).

Customer Success 19

Customer Success Roadmap Customers Sales 19

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Oversee and assist with the creation of internal and external presentations.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Build analytical infrastructure for insights into customer ARR and bookings performance. Work with customers to understand their business challenges in-depth. Apply here: [link].

Customer Success 19

Customer Success E Commerce E-support Reference 19

CCO Council

NOVEMBER 2, 2017

I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward. I've partnered with Bob Taylor, former CCO of Samsung SDS and present CDO of from.digital, a digital transformation agency to bring this to you.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

SmartKarrot

AUGUST 17, 2022

Work closely with all GBG internal stakeholders to ensure client and sector challenges are built into the product roadmap. Work with the Legal department to finalize contracts and participate in customer negotiations. Work with the data analytics and product teams to provide actionable customer insights.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 19

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. There are some added benefits to these meetings: Gain insight about industry trends.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

SmartKarrot

MARCH 16, 2021

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Natilik As a Customer Success Manager, you will develop customer success plans that regularly engage customers in evaluating needs and strategic direction, including the identification of any adoption barriers.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. There are some added benefits to these meetings: Gain insight about industry trends.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Kayako

JANUARY 28, 2016

Track, plan and roadmap new product releases. Why is it helpful: JIRA helps you bridge the gap between your engineering team and your customers. It also lets you see what your product team is up to, so you know if customer feedback is shaping your product! Communicate with the engineering team. Why is it useful?

Communication 60

Communication Feedback Document Roadmap 60

Gainsight

NOVEMBER 18, 2019

At Method Garage, our B2B customer experience firm, we’ve seen firsthand the confusion and anxiety that journey mapping projects can provoke in the people who lead them. Would it be better to present their findings in a PowerPoint deck or a video? Is it to gain insight into customer loyalty trends across segments?

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

Forrester's Customer Insights

FEBRUARY 11, 2015

Customers will welcome the new functionality, which SAP has highlighted in roadmap presentations during the past year. Customer Insights' Yesterday SAP formally launched its hybris Marketing Solution , hailing it as "the industry''s first contextual marketing platform." SAS Institute may disagree.

B2C 33

B2C Roadmap B2B Customer Insights 33

SmartKarrot

OCTOBER 21, 2020

Companies can make the most out of their marketing when they know those jobs that customers want. Understanding JTBD meaning allows you to gain new market insights, create better products, and growth strategies for your business. Being proactively engaged with the customers is the key to customer retention.

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

Thematic

SEPTEMBER 14, 2022

When some of our customers asked us to help with text analytics for product teams, we realized just how important customer understanding was in product processes. Product teams don't have time to manually process massive amounts of survey comments to find opportunities, but they still need customer insights.

Net Promoter Score 62

Net Promoter Score User Experience Feedback Social Media 62

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. 98% agree that their contact center is key to creating customer loyalty.

Contact Center 54

Contact Center Call Center Roadmap 2019 54

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. Turn the CFO into your biggest ally.

2019 97

2019 ROI Metrics Hospitality 97

SurveySparrow

FEBRUARY 22, 2023

Qualtrics Qualtrics (formerly Clarabridge), using AI and machine learning specializes in turning complex feedback into clear insights. Yes, this Qualaroo competitor helps make sense of the plethora of customer feedback submitted across multiple channels. UserBrain The next Qualaroo alternative-slash-competitor is UserBrain.

2023 52

2023 Feedback ROI Customer Satisfaction 52

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Sadly, this feedback is often not analyzed and when it is, the insights from it are rarely acted upon. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback E-support Metrics Insights 111

Thematic

JANUARY 21, 2020

What should the roadmap look like for developing an automated DIY customer feedback solution? And then when you present the results to your boss and she asks to clarify something, you realize that you need to re-do the analysis from scratch. Roadmap for building your own customer feedback analysis solution.

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

ChurnZero

JANUARY 17, 2020

Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation. Uncovering User Insights . Accurately Organizing Customers . .

Metrics 72

Metrics Customer Success Insights Webinar 72

BirdEye

NOVEMBER 27, 2023

Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations.

Insights 114

Insights Social Media Multi-Channel Net Promoter Score 114

Qualtrics

SEPTEMBER 24, 2019

A CX maturity model is a roadmap to help guide you as you navigate through the 6 core competencies of CX. Go and look at the customer insights you’ve already collected. Have your employees complained about stupid rules that prevent them from helping customers? What is a CX maturity model. Find your quick wins. TO ADVANCE.

Metrics 20

Metrics Roadmap Measurement Government 20

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

Currency Alliance

FEBRUARY 26, 2019

To build real equity in the relationships with customers, your program needs to be relevant to customers across all their touchpoints with the brand. And, your brand needs to be present in marketplaces beyond those sales environments controlled by you. This is a missed opportunity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45