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. This has pushed the sector to innovate beyond sending out more survey forms.

Banking 320

Banking NPS B2B Social Media 320

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. Does your Insight Development Process need an upgrade?

Innovation 62

Innovation Leadership Insights 2025 62

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Training programs and employee enablement strategies are crucial.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. Metrics such as NPS, CSAT, CES, ACSI, and double-blind benchmark scores are most valuable when integrated into broader customer experience strategies.

NPS 453

NPS Feedback Net Promoter Score B2C 453

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed.

Marketing 210

Marketing Healthcare Webinar Blog 210

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

Alida

MARCH 30, 2017

What do you need to succeed in a traditional and established multi-billion dollar industry like the grocery market? Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. Trimboli highlighted three benefits of using customer insight. In the U.S.,

Customer Insights 145

Customer Insights Insights Webinar 2015 145

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. The result?

Connections 52

Connections Marketing 2025 Rewards Programs 52

Thematic

APRIL 3, 2025

The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful.

Marketing 62

Marketing 2030 E Commerce Social Media 62

C3Centricity

FEBRUARY 13, 2024

This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market. Organizations that adopt this approach witness improved productivity, heightened customer satisfaction, and a robust capacity for innovation.

Customer Insights 118

Customer Insights Feedback Insights Social Media 118

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

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success. References ​​Khoros.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BirdEye

SEPTEMBER 20, 2024

Birdeye View 2024 , which took place from September 10th to 12th, 2024, showcased AI’s power in revolutionizing business strategies, enabling companies to stay ahead of the competition and deliver top-notch customer experience at scale. Later, Sherwin Wu, Head of Engineering at OpenAI, sat down with Birdeye CMO Deepak Bahree.

2024 105

2024 Innovation Social Media Demo 105

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

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

BirdEye

DECEMBER 19, 2024

Today, marketing teams face a critical challenge: delivering personalized customer experiences while managing increasingly complex digital marketing plans. An effective AI marketing strategy transforms how businesses understand and engage with customers. Ready to transform your marketing with AI?

Marketing 52

Marketing Social Media Hospitality ROI 52

Retently

MARCH 11, 2025

Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Management 115

Management Customer Experience Roadmap NPS 115

Alida

JULY 11, 2018

More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience.

Insights 141

Insights Brands Banking ROI 141

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. As a member of Cadillac’s global launch and lifecycle marketing team, I am obsessed about changing that perception. We recognize that the best way forward is to be truly customer centric.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Alida

AUGUST 26, 2016

In The Enterprise Guide to Online Communities , Tyler Douglas, chief sales and marketing officer at Vision Critical, identifies four different types of communities: 1. Brands use social communities mostly for marketing purposes, broadcasting information, building brand awareness and reaching greater audiences for campaigns and messaging.

Social Media 167

Social Media 2015 Innovation 2014 167

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. It assesses vendor scores based on three pillars: current product offering, strategy, and market presence , with subcategories that make up each pillar.

2024 195

2024 Social Media Innovation Document 195

Customer Bliss

OCTOBER 6, 2015

Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily. Assemble survey results in concert with multiple sources of customer insight to provide customer understanding. Social media is reported separately.

Social Media 236

Social Media Feedback Presentation Call Center 236

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. Want more customers?

2016 162

2016 Customer Experience E Commerce Insurance 162

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

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

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. A: Marina leads a small team of four diverse humans from vastly different backgrounds—UX/UI design, math, and marketing all combined together to create optimized experiences for NZAA members.

Engagement 195

Engagement Customer Journey Mapping Customer Centricity Metrics 195

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

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

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.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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

Customer Bliss

SEPTEMBER 14, 2016

Instead, businesses can use customer experience metrics to build solid relationships with individuals through personalized marketing. What Tool Should I Use to Measure Customer Experience Metrics? Customer Relationship Management (CRM) software allows businesses to stay informed about their customers and their behaviors.

Metrics 157

Metrics Customer Experience Contact Center Travel 157

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

Alida

JULY 21, 2017

(Interestingly, the same study found that 81 percent of marketers believe they are close to having a holistic picture of the customer.). Creating a close relationship grows the lifetime value of your customers. Dove leverages customer insight to shape a provocative campaign.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

Experience Investigators by 360Connext

JUNE 13, 2023

Related: Experience Action Podcast Episode 5 – 5 Questions for Customer Experience (CX) Leaders CX Embedded in Marketing Historically, many organizations have positioned CX within the marketing department. The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137