eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. When an insight is identified (e.g., What is clear is that the balance has shifted.

Banking 334

Banking NPS B2B Social Media 334

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Deep Customer Insights Power Business Success Insight is the cornerstone of every successful strategy. But what makes this combination so powerful?

Innovation 62

Innovation Leadership Insights 2025 62

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

DECEMBER 4, 2017

Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today. In the last few years, we’ve been rethinking our approach so that drivers become aware of our innovations and get behind the wheel of a Cadillac today and for years to come. At least not yet.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Alida

JULY 15, 2019

These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness. We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards.

2019 140

2019 Customer Centricity Innovation Customer Insights 140

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Find customer insights about “the how”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

eglobalis

JULY 31, 2024

Tealium Tealium provides a customer data platform that helps businesses unify their customer data across multiple touchpoints, enabling personalized marketing and real-time customer insights. AI-driven personalization will enable businesses to offer highly customized experiences at scale.

Customer Experience 441

Customer Experience Social Media 2024 B2B 441

InMoment XI

NOVEMBER 26, 2024

Sharing results reinforces the value of journey mapping and motivates continued investment in customer experience initiatives. Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization. Must-know customer service statistics of 2024. ( [link] ).

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

2024 195

2024 Social Media Innovation Document 195

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Alida

JUNE 29, 2016

Use the charts in Sparq to give stakeholders the customer intelligence they need to make better, faster decisions about your product innovation, customer experience or marketing strategy. Use data visualizations to effectively communicate insight. Create clarity. Make beautiful and responsive reports.

Communication 140

Communication Insights 2016 Innovation 140

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region.

2016 162

2016 Customer Experience E Commerce Insurance 162

Experience Investigators by 360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Alida

AUGUST 26, 2016

Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Compared to social communities, this category provides a more structured way of gathering innovative ideas because support communities allow brands to track product- and service-related conversations.

Social Media 167

Social Media 2015 Innovation 2014 167

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. A: With 15+ years of experience, and over ten years in direct-to-customer, Marina has always integrated insights into communications and campaigns, and she acknowledges that customer data points at our disposal have evolved.

Engagement 195

Engagement Customer Journey Mapping Customer Centricity Metrics 195

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. That’s customer-centricity.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Customer Bliss

SEPTEMBER 14, 2016

How Do Customer Experience Metrics Help Create a Successful Business Strategy? Overall improved productivity and efficiency from tailored customer-centric actions. Collected feedback that can be used to appeal to customers and increase satisfaction. Automated and centralized data provides complete and timely transparency.

Metrics 157

Metrics Customer Experience Contact Center Travel 157

Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. I’ve seen CX teams that are solely responsible for creating and deploying customer feedback mechanisms. This approach is built on the belief that every department has a role to play in the overall customer experience.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Listen to your employees, too, not just your customers.

Healthcare 130

Healthcare Customer Centricity Customer Voice Voice of Customer 130

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. A growing number of professionals have responsibility for assessing and improving customer experience in many channels (e.g.,

Customer Experience Professionals 158

Customer Experience Professionals CEM Customer Experience 2011 158

C3Centricity

JULY 23, 2024

While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior use of customer-centric data. This is what I want to cover in this post. However, this means that they can no longer rely on creativity alone.

Customer Centricity 117

Customer Centricity 2025 Innovation Marketing 117

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 60

Customer Centricity Customers Culture Feedback 60

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Optimove

APRIL 22, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: To thrive in the era of Positionless Marketing , todays CRM marketer must be agile, data-savvy, and deeply customer-centric. Marketers need to: Deliver truly customer-centric, personalized experiences to drive performance. #4.

Marketing 52

Marketing Customer Centricity Download ROI 52

Optimove

DECEMBER 30, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: These 2025 resolutions will directly influence a marketer’s ability to be position-less, driving marketing effectiveness and business outcomes, including higher Return on Marketing Investment (ROI) and deeper customer loyalty.

2025 52

2025 Marketing Download Loyalty Programs 52

InMoment XI

SEPTEMBER 5, 2024

Primarily, Voice of the Customer programs help organizations become more customer-centric by understanding customer needs, preferences, and expectations. This customer-centric focus is crucial for developing products, services, and experiences that align with what customers truly want.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. CX Managers dont just react to problems, they anticipate them.

Management 115

Management Customer Experience Roadmap NPS 115

Thematic

MARCH 30, 2025

They used a feedback analysis solution— Thematic —to unify and drill down into customer comments, helping them find exactly where a problem originates and what needs to be fixed. In doing so, Atlassian was able to derive actionable customer insights faster and more accurately. This mindset shift is crucial.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. An executive invested in the customer experience will inspire innovation and motivate their team.

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143

Alida

JUNE 6, 2018

This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Rather, customers form relationships that provide the company with insight that enables it to expand and enhance the customer experience.

Apparel 153

Apparel Retail Innovation Entertainment 153