Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. How to Use AI in Customer Service.

Customer Insights 52

Customer Insights Insights Contact Center Customers 52

SurveySensum

NOVEMBER 22, 2023

Keep Interactions Human 81% of high-performing customer support teams ensure their communication with customers is focused towards relationship-building. That’s why, when we say, “Keep interactions human,” what we mean is, talk to your customers with empathy! And the best part?

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Optimove

JUNE 22, 2023

Beacon Technology Using beacon technology – small, battery-powered devices (beacons) that communicate with nearby mobile devices through Bluetooth low energy (BLE) signals – is a relatively quick and low-investment way for brands to connect with customers in their brick-and-mortar locations.

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. It highlighted both the reliability of technology and its shortcomings. 2020 increased the stakes of everything, especially technology. High Stakes, High Consequences. See their ROI for yourself in this report.

2021 98

2021 Customer Insights Insights 2020 98

Talkdesk

JUNE 22, 2020

The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners. The top three operating respondents are from industries like Technology, Financial Services and Services & Delivery.

Customer Insights 62

Customer Insights Insights Travel Hospitality 62

CSM Magazine

DECEMBER 21, 2021

In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. The technology tug-of-war. Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views about how technology supports agents in the contact centre.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! And then develop insights and actions. The latest technology is not going to make up for your lack of thinking!

Technology 77

Technology Information Consumers Retail 77

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. You need to have the right customer insight tools at your disposal.

Customer Insights 40

Customer Insights Insights Marketing Retail 40

Forrester's Customer Insights

FEBRUARY 12, 2024

We recently published the Forrester Tech Tide: Enterprise Localization Technologies, Q1 2024, to help leaders in revenue operations, marketing, product, digital, content, and customer experience shape their firm’s investment approach. Do you sell into multilingual markets, nationally or internationally? Do you want to grow?

Technology 41

Technology 2024 Marketing Customer Experience 41

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Insights Multi-Channel Social Media 56

Forrester's Customer Insights

APRIL 14, 2021

The future fit challenge applies today, not just tomorrow CIOs and technology leaders have a core objective to develop and improve the technology foundations and innovation their firms need to win, serve, and retain customers.

Technology 61

Technology Innovation Information Customers 61

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Insights Multi-Channel Social Media 50

ReviewTrackers

MARCH 17, 2017

Amidst all the activity, the team also found the time to learn all the emerging new trends in technology at SXSW. . Artificial intelligence was one emerging technology that everyone at SXSW was talking about. ReviewTrackers is all in on this particular technology trend. Healthcare and Tech. Transformations in Marketing.

Technology 79

Technology Social Media Healthcare Events 79

Forrester's Customer Insights

APRIL 18, 2022

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

Technology 44

Technology Government Insights Customer Experience 44

transcosmos Information Systems

OCTOBER 8, 2015

Technology has become an indispensable part of modern living. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it. It’s a byproduct of technological innovation.

Technology 103

Technology Customer Service Social Media Loyalty Programs 103

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Books 40

Books Customer Insights Insights Download 40

Clicktools

MAY 18, 2017

With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. Customer Connectedness : Infuse customer insight across the organization. Competency 4: Customer Connectedness.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Forrester's Customer Insights

MAY 28, 2020

There’s a growing set of technologies that sense or control the ambient physical world beyond our screens. Smartphones have geopositioning receivers, gyroscopes, compasses, and barometric pressure sensors so that they can sense location, movement, and weather.

Technology 42

Technology Measurement Connections User Experience 42

Forrester's Customer Insights

AUGUST 6, 2020

To develop their financial well-being program, financial services providers are evaluating and adopting a range of contributing technologies. In “The Forrester Tech Tide™: Financial Well-Being, Q3 2020,” we highlight 18 significant technologies. The […].

Financial 63

Financial Technology 2020 Insurance 63

Forrester's Customer Insights

MARCH 17, 2023

Marketing Operations must rationalize revenue technology by removing point solutions to both reduce costs and achieve customer experience goals.

Technology 48

Technology Marketing Customer Experience Customers 48

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

Forrester's Customer Insights

MARCH 18, 2015

The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. Read more Categories: Marketing technology. customer analytics. customer insights. customer intelligence.

Customer Insights 40

Customer Insights Insights Technology Presentation 40

Forrester's Customer Insights

JUNE 23, 2022

Over the past decade these solutions have evolved and empowered B2B revenue teams to: Optimize sales processes Break down organizational silos Shorten time-to-competency Measure the impact of enablement programs These technologies […].

Sales 49

Sales Technology 2022 B2B 49

Forrester's Customer Insights

JUNE 23, 2021

It has become increasingly clear that technology is a critical component of the client-agency relationship. As marketing technology forms the foundation for developing consumer insights, campaign planning and execution, and measurement, it’s part of the fabric of how agencies deliver work product and engage with clients.

Technology 41

Technology Measurement Consumers Insights 41

Forrester's Customer Insights

NOVEMBER 2, 2015

We've all seen comprehensive diagrams featuring hundreds of vendor logos across multiple marketing technology categories. So, when tasked with mapping the technologies required to deliver contextual marketing, I decided to simplify things. The latter two lend themselves to the enterprise marketing technology landscape.

Technology 49

Technology Marketing Interaction Insights 49

Forrester's Customer Insights

DECEMBER 11, 2022

Marketing leaders are investing in digital experience (DX) technologies including adtech, martech, and commerce tech to support their digital marketing, commerce, and customer experience initiatives. But many struggle to measure success due to a lack of relevant metrics.

Metrics 26

Metrics Technology Marketing Measurement 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

Calabrio

MAY 10, 2019

However, as we found in our Danger of Digital report , while 93 percent of customer experience leaders believe delivering a seamless, quality experience is important, only 45 percent think they’re very effective at it. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success.

2019 40

2019 Technology Insights Customer Experience 40

Forrester's Customer Insights

SEPTEMBER 16, 2022

Learn which four emerging technologies could help your brand create truly differentiating consumer experiences.

Technology 47

Technology Consumers Brands Insights 47

Lumoa

APRIL 13, 2020

With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it. What is voice feedback? Feed generated with FetchRSS )

Customer Insights 155

Customer Insights Insights Feedback Article 155

Alida

SEPTEMBER 26, 2018

According to Gartner , 67 percent of companies compete mostly or completely on customer experience, and 81 percent expect to do the same in two years. Companies that adopt the customer experience path need to start by answering the question, ‘Who is the customer?’” Strategy 2: Sell more to your existing customers.

Customer Insights 408

Customer Insights Insights Books ROI 408

West Monroe

SEPTEMBER 25, 2023

The gap between data collection and its utilization in product development and customer insights. Aligning customer needs with product—backed by the right data, technology, and teams—is essential to winning today and tomorrow.

Download 105

Download Customer Centricity Consumers Technology 105

Forrester's Customer Insights

JANUARY 20, 2015

" BUT, because their tools and strategic initatives relegate social to a function of customer service or PR, social analytics limps along, year after year, triaging crises, and pleading for money and influence in the organization, with limited success. Customer Insights' I'm @allsnsmth.

2015 31

2015 Technology Marketing Customer Insights 31