Forrester's Customer Insights

JANUARY 23, 2024

One of our 2024 media and advertising predictions that got left on the “cutting room floor” last August was: Netflix will announce a major live sports deal. Yes, now I wish we had published that one, because it would have come true. Today, in advance of its Q4 2023 earnings release, Netflix announced a 10-year, […]

Sports 38

Sports 2024 2023 Advertising 38

Forrester's Customer Insights

FEBRUARY 7, 2024

On the heels of Netflix’s WWE live sports announcement, there’s more surprising sports streaming news: Fourteen “television” channels that air sports across Disney, Fox and Warner Bros. properties will be bundled as a new streaming service to launch this fall.

Sports 31

Sports Insights Customers 31

Forrester's Customer Insights

JULY 25, 2018

Over the past few years, companies in all markets have embraced digital transformation, whether it is financial services finding new mechanisms to engage with customers or manufacturers adding sensors and other data collection components into their operational processes. Digital transformation has value in the […].

Sports 24

Sports Financial Insights Engagement 24

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

C Space

FEBRUARY 12, 2020

I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are. And so, let’s celebrate life and who you are through sport. The Right Insight.

Brands 52

Brands Marketing Sports Net Promoter Score 52

Optimove

SEPTEMBER 28, 2022

While they’re browsing the app for more product recommendations (well, it is payday after all), your customer receives an in-app notification about an event happening in-store later that day; a sports personality will be on the top floor promoting their new range of sports apparel. And it doesn’t stop there.

Retail 52

Retail Brands Marketing Sports 52

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

CustomerSuccessBox

JUNE 13, 2022

What is Customer Intelligence? Customer intelligence (CI) is the process of gathering and analyzing extensive customer data from both internal and external sources to acquire insights into customers’ demands, motivations, and actions. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

Customers That Stick

NOVEMBER 13, 2014

This was my first introduction to the saying, ‘the customer is always right’ While I think much can be said about that expression, at the time, it was the first time I recognized that I had customers. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Lumoa

JUNE 9, 2020

But to actually get to the bottom of the issues their customers were experiencing, they had to cross-check the behavioural data with insights coming from real customer feedback. Find out more about how Watchshop uses customer insights to improve their product pages.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Forrester's Customer Insights

MARCH 1, 2022

Advanced analytics are changing sports as teams collect data that provides insights about the opposing team, its players, and in-game opportunities. These insights only work, however, if the players take advantage of them during the game — in the moment. The three-point shot in the NBA is a great example.

Insights 49

Insights Sales Sports Customers 49

Forrester's Customer Insights

JULY 7, 2021

We use it to send texts to friends, send emails to colleagues, tune in to watch our favorite sports teams, and much more. Is Mobile Still A Thing? Where Is Mobile Headed In 2021 And Beyond? Mobile is everywhere. Yet many brands are still wondering, “What is the future of mobile?”

Sports 42

Sports 2021 Brands Customer Centricity 42

Gainsight

JULY 16, 2021

With everyone, no matter the sport or training, it takes practice to reach your next level of performance. Using the right CS tech platform should provide you with features and functionality to give you visibility into your customer base. Be patient with yourself. Have you ever heard that practice makes perfect? How was that, Coach?

Sports 40

Sports Customer Journey Customer Success Webinar 40

C Space

FEBRUARY 12, 2020

We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. Outside In: New and Emerging Conversations on Customer Centricity is a collection of. The Right Insight. We can learn.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

ClearAction

DECEMBER 31, 2015

Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for long-lasting results. Follow the money.

Customer Experience 63

Customer Experience ROI Government Sports 63

Forrester's Customer Insights

JANUARY 12, 2022

At the Forrester Tech & Innovation Forum 2021, I discussed how leaders can learn from elite sports with leadership coach and author Drew Povey.

Sports 26

Sports 2021 Leadership Innovation 26

Qualtrics

JANUARY 29, 2021

Through a chain of professions including sports marketing, inside sales, event management, and corporate learning and development, Aimee built a strong passion for monitoring, measuring, and creating better experiences. Aimee grew up a sports fan. From practitioner to advisor. On becoming a well-rounded XM professional.

Sports 26

Sports Culture Leadership 2012 26

Lumoa

FEBRUARY 6, 2018

To overcome these challenges: treat customer experience excellence as a context for every job role company-wide, foster true outside-in perspectives: not how can more customers recommend us, but how can we be flexible toward empowering our primary customer segment’s priorities?

2018 129

2018 Customer Experience Customer Centricity Culture 129

Forrester's Customer Insights

FEBRUARY 1, 2019

Sports: the games we know and love. We love to play and watch these games so much, in fact, that in the US, there are only two days during the year when the four major pro sports leagues aren’t playing a game (i.e., MLB, NBA, NFL, and NHL).[i] i] One of the most anticipated games in […].

Sports 47

Sports Customers 47

ClearAction

JULY 29, 2018

. “There is a lot of measurement with external customers in the form of NPS and such, but most businesses are missing what’s needed in customer-centered behaviors, what’s needed in the business to drive customer and competitor knowledge, and what’s needed to improve customer insight and foresight.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Forrester's Customer Insights

MAY 15, 2020

Spring is usually an exciting time in the sports world. It marks the culmination of the men’s and women’s college basketball seasons, the NBA and NHL playoffs begin, the domestic European soccer (football) leagues are in full swing and the Boston Marathon traditionally takes place on the third Monday of April.

Sports 61

Sports Insights Customers 61

Customers That Stick

JANUARY 22, 2015

Customization information can be as simple as your customer’s birthday or the number of people in their household — or it can be as unique as an athletic shoe store asking a customers’ favorite sports team. This “extra” information will help you know your customers in a more personal way.

Information 119

Information Customer Service Training Magazine Sports 119

Thunderhead

JULY 15, 2019

We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time. Once we can decipher underlying intent, the goal of intent-driven journeys is to turn every product-buying experience into a value-adding, service opportunity.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Maru Group

NOVEMBER 10, 2020

The media and sports worlds have been in a tumult, with people cutting cables, switching to streaming, puzzling over bundling, and being confused by what is linear and what is not. Entertainment industry production halted, movie theaters shuttered, and sports stopped. Then sports restarted and largely ended up limping off the field.

Sports 55

Sports Entertainment Telecommunications Insights 55

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Kustomer

NOVEMBER 4, 2021

Data is everything in CX and without the right technology , there really isn’t a great way to gain customer insights. Jarvis explains that having a good CRM has launched his department to great success because it allows them to store and access essential customer information on a whim. Jarvis Harris: (01:04).

Sports 98

Sports Customers Document Sales 98

Forrester's Customer Insights

AUGUST 28, 2023

Insider threat struck the world of professional sports recently when an employee of the NBA team the New York Knicks allegedly shared proprietary information with another NBA team, the Toronto Raptors.

Sports 49

Sports Competitive Advantage Management Information 49

Forrester's Customer Insights

MAY 4, 2020

There are so many things that make the current pandemic situation challenging. Fear of getting sick. The devastating numbers of people suddenly unemployed, High school seniors who are missing their graduations and proms, and senior citizens who are isolated from their families and friends.

Sports 52

Sports Customers 52

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Achieving a single customer view, however, still seems out of reach for many businesses.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

ProProfs Chat

NOVEMBER 19, 2021

The primary reason for the popularity of the Likert scale is its potential to offer different levels of agreement, quality, and disagreement to the respondents for accurate insights about a specific subject. These random poll questions help in collecting qualitative data about a specific topic and help you dive deeper into customer insights.

Engagement 98

Engagement Sports Net Promoter Score Financial 98

C Space

SEPTEMBER 27, 2019

In an episode of the Outside In podcast , the Chief Evangelist shares funny, heartwarming and insightful stories from a life spent spreading good news to customers. I want to have a sports car, but that’s not what they want to hear. The Right Insight. The Right Insight What makes a successful customer insights leader?

Net Promoter Score 40

Net Promoter Score Social Media Books Connections 40

Optimove

MAY 4, 2022

land-based and online sports betting – and by using Optimove, it can take an interesting path in pursuit of the ultimate goal of customer marketing. “We are using Optimove to maximize customer lifetime value in a lot of different ways,” said Claus Hansen, Director of CRM at BetMGM. Identifying hidden trends.

Marketing 52

Marketing Multi-Channel Sports Healthcare 52

Lumoa

OCTOBER 31, 2018

Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement. I’ve asked many customer service professionals and customers alike for their feedback and have never had a shortage of insights for improving the customer experience.”

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

C Space

APRIL 21, 2020

Companies such as Bauer and Brian’s Custom Sports ,have pivoted to manufacturing PPE, and now Montreal-based CCM Hockey is to begin producing full-head protective hoods to help protect front-line healthcare workers during the coronavirus pandemic.

2020 52

2020 Brands Hospitality Entertainment 52

Forrester's Customer Insights

JULY 12, 2023

For example, once my family has the winter-sport holiday behind us, I look forward to warmer weather and sunshine. Throughout the year there is an ebb and flow to the things I look forward to, often triggered by a certain event. The same happens to me when Forrester’s B2B Summit in North America is over, […]

B2B 26

B2B 2023 Sports Events 26

Qualtrics

OCTOBER 1, 2020

You wouldn’t expect to see a children’s toy commercial late at night, beer commercials during Saturday morning cartoons, or a sports figure during afternoon soap operas. In turn, these can be used to gain insight about specific customer groups. Sign up for a free account and get started gaining valuable demographic insights.

Insights 49

Insights 2008 2013 Sports 49