InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize bus

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Beyond Philosophy

FEBRUARY 23, 2024

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.

Technology 88

Technology Insights Management Engagement 88

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. While operating independently, they’re united by a common goal: the organization’s success. This unified vision, made possible through clear business communication, is not just about exchanging information; it’s about creating a dialogue where strategies align, objectives are understood, and every team member

Communication 64

Communication Multi-Channel Culture Social Media 64

SurveySparrow

FEBRUARY 23, 2024

Torn between Jotfrom and Wufoo? I know how crucial it is to choose the right form builder! Surprisingly, yesterday, a sparrow told me that Jotform vs Wufoo is the hot topic of discussion in town! And a good debate can’t be overlooked. This is why the team and I researched and came up with all the facts you need to make an informed decision. But again, I know we have some curious minds lurking here.

2006 52

2006 E-support 2011 NPS 52

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves. Recently, we conducted a comprehensive study of our customer data, and the findings were clear: having a trained Gainsight Admin through Gainsight University positively impacts key metric

Net Promoter Score 52

Net Promoter Score NPS Metrics Culture 52

SaleMove

FEBRUARY 23, 2024

Community banks and credit unions need to navigate the challenges of Generative AI to stay competitive. Here’s how. The post Generative AI Will Transform How Financial Institutions Interact with Customers appeared first on Glia Blog | Digital Customer Service Explained.

Financial 68

Financial Interaction Banking Blog 68

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. But what about those B2B companies that sell their services to other businesses?

B2B 59

B2B Brands Social Media Wireless 59

Braze

FEBRUARY 23, 2024

By adding Product Analytics to Braze, you can understand and personalize the user journey, using your customer’s own behavioral data to connect with them more authentically—and at scale, too.

Customer Engagement 52

Customer Engagement Engagement Connections Customers 52

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights. But what about those B2B companies that sell their services to other businesses?

B2B 52

B2B Brands Social Media Wireless 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Daniel Group

FEBRUARY 23, 2024

Why Do We Still Use the Telephone for Market Research? When presenting to a prospective client, I am often asked this question—Why phone? Given all the digital survey options from email, text, QR codes, etc., why do you still use the phone? This is a fair question. I want to outline why we use the telephone for much of our Market Research. This blog is especially worth reading if you consider implementing a CX feedback program or changing your existing one.

Marketing 52

Marketing Automotive Feedback B2B 52

Alida

FEBRUARY 23, 2024

Learn expert tips to make your UX research operations more efficient and scalable - whether you are starting small or tackling larger projects.

User Experience 130

User Experience 130

Totango

FEBRUARY 23, 2024

The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.

Leadership 100

Leadership Marketing Customer Success Brands 100

Forrester's Customer Insights

FEBRUARY 23, 2024

Fintech is slouching towards ubiquity (see image below). As it does, fintech will evolve into a broadly held mindset in contrast to being defined as a type of company, a specific set of startups, a category of product types, or a series of new business models.

Customers 66

Customers 66

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics Sales 94

dscout People Nerds

FEBRUARY 23, 2024

The two teams have more in common than you’d think, but learning from their differences can bring both of them better results and buy-in across the organization.

Marketing 52

Marketing 52

Forrester's Customer Insights

FEBRUARY 23, 2024

Thanks to genAI, the era of AI computing is upon us. Backed by decades of development and fueled by billions of dollars in language models, AI infrastructure, and AI-powered applications, technology is taking a massive leap forward.

Technology 61

Technology 2024 Customers 61

2020 Research

FEBRUARY 23, 2024

Key Takeaways Michigan voters have concerns about Joe Biden’s mental and physical well-being. At least half of those surveyed would support Trump in the 2024 elections, even if he is convicted of a felony in one or more of the cases against him. Respondents disagree with what experts say about the strength of the U.S. economy and see the effects of inflation on their everyday lives.

2024 59

2024 2016 2020 Insights 59

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Forrester's Customer Insights

FEBRUARY 23, 2024

The awe and wonder of genAI – instantly generating ad headlines, email copy, images for social posts, quality video, and more – is quickly fading as the complexities of adopting its capabilities into marketing workflows take center stage.

Marketing 59

Marketing B2C Innovation B2B 59

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 22nd, a massive service interruption in AT&T cellular services affected subscribers across the nation. Although outage-report volumes were in the hundreds of thousands, that is likely just the tip of the iceberg.

Technology 59

Technology 59

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 21, Google announced its new generative AI solution for productivity, Gemini for Google Workspace. Previously launched for enterprises as Duet AI for Workspace Enterprise, Gemini for Google Workspace Enterprise keeps the same pricing, at $30/user/month for unlimited usage.

Employee Experience 58

Employee Experience Technology Insights 58

Forrester's Customer Insights

FEBRUARY 23, 2024

The California attorney general’s office reached a settlement with DoorDash after the food delivery company sold customer data without proper notice or opt out controls. It got slapped with a measly $375,000 fine (for context, DoorDash’s stock price is $122 and change), but don’t brush this off as a one-and-done.

B2C 55

B2C Customers Marketing 55

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Forrester's Customer Insights

FEBRUARY 23, 2024

I am happy to announce that my coverage area now includes Data Center Services, Infrastructure Outsourcing, and Semiconductors. This is in addition to my existing coverage of Technical Debt and Enterprise Architecture.

Technology 55

Technology Customers 55

Forrester's Customer Insights

FEBRUARY 23, 2024

On February 21, 2024, Change Healthcare, one of the major pharmacy claims processors in the United States, detected a cybersecurity incident and took its systems offline, causing disruptions to pharmacies and medical providers across the country. UnitedHealth Group, its owner, immediately acknowledged this incident in an 8-K filing to the SEC on Feb. 21.

Healthcare 55

Healthcare 2024 Government Management 55

Forrester's Customer Insights

FEBRUARY 23, 2024

We share some of the top retail commerce initiatives retail business pros will invest in for 2024.

2024 55

2024 Retail Customers 55