Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. A more complete, actionable picture of what customers are thinking and feeling, helping brands understand the reason why, and therefore take action to solve issues.

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. Unproven ROI.

White Paper 243

White Paper Social Media Feedback 2019 243

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. A clear case for customer experience ROI!

2019 97

2019 ROI Metrics Hospitality 97

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

2019 75

2019 Customer Service Social Media NPS 75

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. So what’s a fearless CX champion like you to do?

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

JULY 28, 2020

” But instead, in 2019, things changed. The new statement lists “delivering value to customers” as well as investing in employees. Your customer experience strategy should aim to tie the customer experience design, measurement, insights and improvements with the desired organizational business outcomes.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization. How do you find meaningful answers and insights in survey responses? Focus on your insights, not the data. How to analyze survey data. You’ll do yourself a disservice.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . Churn Monster: Champ i onless .

2019 64

2019 Blog E-support Chief Customer Officer 64

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

2018 89

2018 Blog Average Handle Time 2019 89

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

2019 62

2019 Social Media 2014 Consumers 62

Experience Investigators by 360Connext

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

2019 75

2019 Presentation Insights Engagement 75

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. Earlier this year we launched our new conversational API to pull in insights from messaging apps.

2019 58

2019 2020 Feedback Insights 58

Forrester's Customer Insights

JUNE 4, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D.

Retail 53

Retail 2019 Insights Loyalty 53

Customer Bliss

AUGUST 15, 2017

With the help of a boutique London firm + Forrester research around customer experience + customer interviews + employee interviews from all over the hierarchy, Annette and her team built out a maturity model for customer experience. Customer strategy. The process looks a bit like this: Invite customers.

Travel 204

Travel Hotels 2010 Customer Journey 204

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Oracle

APRIL 23, 2019

Rand, I hear that you have a customer insight retail analytics solution to show me. To see more interviews and customer experience takeaways from NRF 2019, read “ NRF 2019: 3 Days of Retail Customer Experience Takeaways “ And to view the full Smarter Demos series, visit [link].

Demo 45

Demo Loyalty Insights 2019 45

SurveySensum

JULY 14, 2020

A Customer Experience Podcaster, Blogger, Best-Selling Author of ‘How to Wow’ and a new book ‘Punk CX’, and Forbes Contributor, Adrian Swinscoe is also a Customer Experience and Service Consultant. A former UK Customer Experience Awards judge, Salman Sharif is a Customer Experience Specialist and Influencer.

2020 132

2020 Customer Experience Magazine Consulting 132

Eptica

APRIL 17, 2019

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019. Author: Steve Nattress - Product Manager In today’s competitive world, keeping customers happy is part of everyone’s job in the organization.

Customer Service 72

Customer Service E Commerce Contact Center 2019 72

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Net Promoter Score 2019 Metrics 75

Forrester's Customer Insights

NOVEMBER 8, 2018

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes. It’s a good description for what we are seeing in a market that carried ambitious strategies into 2018 but ran afoul of internal headwinds.

2019 55

2019 2018 Marketing Technology 55

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

2008 73

2008 White Paper 2019 Automotive 73

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Analyzing unstructured data gives deep insight into their pain points, what’s irritating them or even what they expect from a new product.

Consumers 77

Consumers 2019 Social Media Brands 77

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. More than 87% of respondents say providing exceptional customer experience is very or extremely important to their business.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center 2004 122

Totango

SEPTEMBER 26, 2019

September 26, 2019. Yesterday at the 2019 APPEALIE SaaS Conference in San Francisco, Totango was named the winner of the 2019 APPEALIE Award for Best SaaS Customer Success.

Customer Success 11

Customer Success Competitive Advantage 2019 Customer Centricity 11

Forrester's Customer Insights

MARCH 2, 2020

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. The report is called Forrester’s Top CX Research Findings Of 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place.

2019 52

2019 Customer Experience Customers 52

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

Kustomer

NOVEMBER 4, 2020

billion in 2019 to $9.4 We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. They can’t completely replace humans, but chatbots can: Provide instant answers to simple customer queries, 24/7. Collect customer data and analyze it to gain insight into customer behavior.

2021 124

2021 Customer Experience E-support Omnichannel 124

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service.

2013 66

2013 2019 Advertising Consumers 66

Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. Automate insight Given the growth of digital channels, listening to customers effectively means analyzing an enormous (and growing) volume of data. Share this page on: Tweet.

Brands 65

Brands E Commerce 2019 Social Media 65

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Technology and data are used to integrate CX across the business, with deep customer insight, skills, and platforms put in place to accelerate progress.

Customer Centricity 69

Customer Centricity Touchpoint Culture 2019 69

Eptica

NOVEMBER 21, 2018

Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs. Listen to the complete Voice of the Customer Eptica research found that while 78% of brands measure customer satisfaction, just 24% believe they are getting real insight from it.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Forrester's Customer Insights

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 48

B2C 2019 Retail Loyalty 48

Forrester's Customer Insights

JULY 15, 2019

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

2019 44

2019 Customer Experience Measurement Loyalty 44

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. That’s why the vast majority run Voice of the Customer (VoC) programs to listen to feedback and act on this insight to improve how they operate.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

Gainsight

DECEMBER 10, 2018

“In the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention—more specifically, impact to net retention as a function of growth. Gainsight Elements: The Science of Customer Success. Stepping into 2019 like…. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71