Retently

JULY 28, 2023

The CXO is an executive-level position, albeit a relatively new addition to the C suite – ever since, the CXO position has started getting more and more recognition. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

InMoment XI

FEBRUARY 15, 2022

And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience. Additionally, with grocery stores continuing to capitalize on self-checkout experiences and innovations like Amazon Go’s Just Walk Out technology , more customers are expecting the retail industry to follow suit.

Retail 260

Retail Consumers Social Media 2022 260

InMoment XI

FEBRUARY 7, 2024

Research from Salesforce found that 61% of customers say most companies treat them as a number. But increasingly, guests also want outstanding digitized experiences—whether they’re researching their options, in the middle of their stay, or reflecting on their experience.

Hotels 260

Hotels Guest Experience Travel 2024 260

InMoment XI

AUGUST 18, 2022

In fact, research shows that 30% of businesses reported having budget related issues to their CX programs. They are the ones who will help you measure and validate your wins, then turn them into a cost analysis report that your c-suite will want to see. to look at cutting discretionary spending.

ROI 557

ROI Customer Experience Webinar Financial 557

West Monroe

SEPTEMBER 25, 2023

As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations. Download research × Execution matters.

Download 105

Download Customer Centricity Consumers Technology 105

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Research experience is customer experience. And that’s where research really yields ROI.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

CSM Magazine

SEPTEMBER 14, 2023

Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. Calabrio is ranked the number one vendor for Reliability and Usability.

2023 59

2023 Management Contact Center Customer Centricity 59

ShepHyken

JUNE 5, 2023

In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. 54% of the C-Suite believe that the technology their employees use is effective for them to do their job.

Employee Experience 91

Employee Experience Net Promoter Score Books NPS 91

ShepHyken

FEBRUARY 28, 2023

Our customer experience research found that 84% of customers trust a company or brand more if it provides excellent customer service. Deloitte surveyed 260 C-suite executives about trust. While 61% claim they want to improve trust with customers, only 19% have members in the C-suite dedicated to the effort.

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

TechSee

SEPTEMBER 28, 2023

This coincides with findings from Pew Research that most people think AI should be used to improve performance across most job functions, but few people intend to use it themselves. Nearly three-quarters of the general public has heard of ChatGPT or Generative AI. However, only 7% of people use it daily, rising to 12% weekly.

2023 124

2023 Download User Experience Innovation 124

CSM Magazine

MAY 6, 2024

Choose Your Business Structure Before diving into the details of starting a remote business, you should consider the legal structure that best suits your needs. Be sure to research the registration requirements in your chosen location and comply with all necessary regulations.

Banking 52

Banking Social Media Financial Communication 52

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

2024 78

2024 Innovation Workshop Consulting 78

West Monroe

JANUARY 15, 2024

Our latest research, T he Digital Disconnect , found that only 21% of organizations say the full C-suite is accountable for digital transformation, while 29% said it's the responsibility of a separate transformation team. Why is it important for the full C-suite to own digital? Read The Research

Technology 52

Technology Customer Centricity Innovation Measurement 52

Beyond Philosophy

JULY 16, 2022

Then, we dive into research from consumer research firm Attest that tells us a bit about how people feel about inflation and how that is going to affect their customer behavior. Click here to learn more about Beyond Philosophy’s Suite of Services. Key Ideas to Improve your Customer Experience. How can we help?

Consulting 157

Consulting Voice of Customer Financial Consumers 157

ShepHyken

NOVEMBER 21, 2023

Customers want a personalized experience that makes them feel valued and have the ability to resolve their issues in a way that suits them. ” About: Nicole Kyle is the Managing Director and co-founder of CMP Research. Nicole joined CMP in November 2021 from Gartner, where she spent eight years leading research and advisory.

2021 93

2021 Technology Interaction Customer Service 93

West Monroe

DECEMBER 5, 2023

Build products that your customers love Leveraging our latest Digital Disconnect research of 700 C-suite executives and 5,000 consumers, we’ll tell you how your product and customer capabilities compare to your industry leaders and how they align to what your consumers want. Are you ahead or behind your peers?

Financial 52

Financial Consumers Customers Innovation 52

CSM Magazine

APRIL 6, 2023

Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

Kustomer

JUNE 6, 2023

Whether hiring people with industry experience or training beginners, all new employees should experience the same training suited to your business and be required to take refresher courses to keep their skills sharp and up-to-date. Get Buy in From C-Suite Building a better CX requires the support of senior executives.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Beyond Philosophy

JULY 22, 2023

Here are some other key moments in the discussion: 02:05 Ryan explains about the London Business School Professors research about the authenticity of the Sherlock Holmes Museum. To learn more about Beyond Philosophy’s Suite of Services Click here. What we discover is elementary, our dear Watsons. Follow Colin on Twitter HERE.

Connections 78

Connections Engagement Customer Experience Customers 78

Beyond Philosophy

JUNE 17, 2023

We host author Vanessa Patrick, Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, to talk about this right way to say no based on her book, “ The Power of Saying No: The New Science of How to Say No to take Charge of Your Life. ” 16:01.

Books 78

Books Consumers Connections Marketing 78

Beyond Philosophy

JUNE 18, 2022

5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy. Customer research requires a few things to be effective in driving the metrics that matter for your experiences. Key Ideas to Improve your Customer Experience. Cast your net wide.

Consulting 88

Consulting Consumers Financial Customers 88

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? And we identified key moments that matter to them. Click To Tweet.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

PeopleMetrics

DECEMBER 1, 2021

And I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR) ( www.csr-bos.com ). CSR specializes in obtaining continuous insights from high value audiences, including C-Suite decision-makers, brokers, promoters, the highest CLV customers, high-net worth investors, physicians and more.

Telecommunications 118

Telecommunications B2C B2B Books 118

West Monroe

AUGUST 9, 2022

Our survey of 700 C-suite executives and 5,000 consumers finds that companies have set a compelling vision for a digital-first future and have made strides to build a more agile approach to product development, data-driven decision-making, people strategy, and the overall operating model. Download the research.

2022 52

2022 Insurance Download Healthcare 52

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Prediction #1: The C-Suite Team will see this as the year that Customer Experience must produce returns, or it will get cut. I discussed these predictions on a recent podcast.

2020 152

2020 Customer Experience 2002 Consulting 152

CSM Magazine

SEPTEMBER 21, 2023

The research highlights that as the industry evolves, organisations need to prioritise harnessing AI’s potential and activating the agent, rather than replacing them. While acknowledging the need for progress, the report reveals that only 45% of contact centre managers believe their agents currently possess all the required skills.

Customer Service 59

Customer Service Contact Center 2023 Customer Centricity 59

Lumoa

OCTOBER 31, 2021

Leveraging both of our best-in-class offerings, our clients now have the ability to apply proprietary AI tools to unstructured feedback at scale, and generate more meaningful insights from their VoC, VoE, and market research programs.” “We’re excited to partner with the team at Forsta.

2021 83

2021 Touchpoint Customer Centricity Insights 83

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team.

2024 52

2024 Marketing Demo NPS 52

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Our research showed that there was broad agreement on the top four most valued criteria, as shown in Figure One.

Leadership 96

Leadership Transportation Workshop Contact Center 96

Daniel Group

APRIL 11, 2022

April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect. CHARLOTTE, N.C., For more information, contact Lynn Daniel at 704-549-5018.

Feedback 105

Feedback Insights B2B 2022 105

2020 Research

JANUARY 4, 2023

Market research is a tempting area to cut back on, but that could ultimately prove a critical mistake. Discover the top 6 reasons you should consider market research in times of recession and inflation. Improve your business decision-making with market research. Market research supports critical business decision-making.

Marketing 59

Marketing Customer Centricity Consulting Books 59

QuestionPro Audience

AUGUST 10, 2020

Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Identify the right research target market.

Marketing 141

Marketing Social Media Feedback Consumers 141

CSM Magazine

OCTOBER 5, 2023

Researchers found that 34% of Brits admit that long wait times are the thing that annoys them the most about customer service when dining out, while 33% selected slow service. XMS is flexible and can be tailored to suit any industry.

Customer Service 59

Customer Service Poor Customer Service Hospitality 2023 59

BirdEye

SEPTEMBER 29, 2023

A buyer persona is a detailed depiction of your ideal customer as a fictional profile you build from market research. Spotify discovered that reasons for different customer segments for buying and listening to music varied a lot only after they dived into the buyer persona research. The more information you have, the better.

Insurance 109

Insurance Social Media Multi-Channel Advertising 109

West Monroe

OCTOBER 11, 2023

In today's ever-evolving business landscape, organizations face the constant challenge of driving successful change while optimizing their return on investment (ROI): 61% of the C-suite executives we surveyed in our digital Signature Research said digital transformation was a top priority for them—and 38% others said it was an ongoing effort.

ROI 52

ROI Return on Investment Government Innovation 52