Eptica

APRIL 11, 2018

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

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

Experience Matters

JUNE 4, 2018

Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

2018 74

2018 Download Interaction Consumers 74

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. However, tracking them manually is so 2018. So whats the solution here? Text Analytics Tools.

Multi-Channel 52

Multi-Channel Social Media 2025 Feedback 52

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Is this your case? Get Answers.

Technology 121

Technology Information Consumers Retail 121

Optimove

DECEMBER 13, 2018

He was doubtful and perplexed as to why—for all the buzz about Customer Data Platforms and other predictive analytics and customer segmentation tools—he had not quite found a company who proudly acknowledged they found the perfect solution. Having insights and predictions about your customers on an evolving basis is wonderful.

ROI 56

ROI Metrics Measurement Insights 56

SurveySensum

JULY 14, 2020

Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

BirdEye

MARCH 9, 2021

You’re getting more people in the door, creating better experiences, and this boosts loyalty – turning customer delight into revenue. True Actionable Customer Insights. At the core of this flywheel is gaining a true, in-depth understanding of your customers. Comprehensive Customer Insights With Real Impact.

Marketing 72

Marketing Net Promoter Score Multi-Channel Customer Centricity 72

Eptica

FEBRUARY 6, 2019

Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Reviewing 2018 – our top 10 blog posts from the year. The key to success here is to have an ongoing, rigorous process that identifies and implements change opportunities that will drive continuous incremental improvements to CX.

2008 73

2008 White Paper 2019 Automotive 73

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Customer feedback is managed by the customer insights team, right?

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. You might also be interested in these posts: Why brands need to capture deeper customer insight from unstructured data. Why it is time to calculate the ROI of VoC programs.

Travel 49

Travel Brands Airlines Customer Experience 49

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

Thematic

MARCH 27, 2019

This helps you to act fast and solve customer issues on time before they leave. Look at this: In our own case study on Greyhound , Greyhound’s Senior Customer Insights Analyst Matthew Schoolfield reveals how they were able to identify that their customers in New York get frustrated when waiting for a late bus.

Feedback 54

Feedback Poor Customer Service Customers 2018 54

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. customer experience. The increasing buzz around customer experience (CX) is good news for both brands and consumers. This is why investment in traditional marketing does not have the return it used to and companies are now switching to building great customer experiences instead.

Marketing 40

Marketing NPS ROI 2015 40

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. To engage more customers in your program, you need your partner network to offer more accessible redemptions that will appeal to a wider audience. Maintain low operating cost.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 53

Customer Experience Sales Customers B2C 53

CX Journey

DECEMBER 13, 2018

This post originally appeared on her site on November 21, 2018. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With no customer insights team in place, it is hard to know where to begin.

Customer Insights 33

Customer Insights Insights Leadership Insurance 33

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. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 49

Customer Experience Sales Customers B2C 49

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. Quality vs. quantity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. And in the age of competitive CX, that’s what customers are looking for.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. And in the age of competitive CX, that’s what customers are looking for.

Technology 40

Technology Customer Experience Consulting Customers 40

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Forrester's Customer Insights

NOVEMBER 6, 2018

Adoption has now slowed (51% adoption in 2017; 53% adoption in 2018). And budgets remain low in contrast to the ROI and transformation expectations for AI (under $2M […]. This prediction came true: Firms continued with AI experiments that lacked meaningful results.

2019 50

2019 2017 2018 ROI 50

Centercode

JANUARY 28, 2019

But actually proving the worth of a customer testing program can be a challenge. The 2019 Customer Validation Industry Report showed that despite the high emphasis companies place on customer insights, many professionals are still struggling to get the resources they need. Lack of Bandwidth.

2019 63

2019 ROI Metrics Leadership 63

Forrester's Customer Insights

APRIL 17, 2018

Jim Nail and I are excited to announce the publication of The ForresterTM Wave: Marketing Measurement And Optimization Solutions, Q2 2018. The research revealed two strong insights: Unified […].

2018 27

2018 Measurement Marketing Insights 27

Forrester's Customer Insights

APRIL 18, 2018

Tina Moffett and I are excited to announce the publication of The Forrester™ Wave: Marketing Measurement And Optimization Solutions, Q2 2018. The research revealed two strong insights: Unified measurement has matured significantly as a capability since we published the first […].

2018 24

2018 Measurement Marketing Insights 24

Forrester's Customer Insights

MARCH 6, 2019

In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018. But what if we told you that customer-centric privacy programs […]. Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create.

2018 46

2018 2019 Customer Centricity Return on Investment 46

Alida

DECEMBER 20, 2017

Subscribe to the Vision Critical blog newsletter for more stories like these in 2018. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making.

2017 154

2017 Retail Insights Innovation 154