eglobalis
AUGUST 19, 2024
Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. However, its effectiveness and relevance have come under scrutiny during the years.
InMoment XI
AUGUST 19, 2024
What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives.
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BlueOcean
AUGUST 19, 2024
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
SurveySensum
AUGUST 19, 2024
Recently, Mike was looking for brand-new Nike shoes so he visited their website. When he found the perfect pair, he added them to his cart. However, he got distracted and left the website without completing the purchase. After some time, he received a personalized email reminding him about the shoes he left in the cart, encouraging him to complete the purchase.
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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.
BlueOcean
AUGUST 19, 2024
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Forrester's Customer Insights
AUGUST 19, 2024
The last several years have unleashed a wave of marketing change. Changes in media and technology have upended how consumers discover and engage with companies, and new technologies like GenAI have brought unrelenting changes to how marketing gets done.
Optimove
AUGUST 19, 2024
Customer Engagement Solution for LiveOps & Monetization In the realm of social gaming, where every interaction counts, achieving synergy across your Acquisition, LiveOps, Monetization, and CRM teams is essential. Optimove’s Customer-Led Marketing Platform empowers your teams to streamline operations, deepen player engagement, and drive revenue growth, all from a single, unified platform.
Forrester's Customer Insights
AUGUST 19, 2024
Singapore’s FSI Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience at leading financial service providers in Singapore since 2018.
Optimove
AUGUST 19, 2024
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
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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.
Forrester's Customer Insights
AUGUST 19, 2024
When successful customers share their experience with your company, they support your brand, reach, and reputation. To ensure those successful customers are ready, willing, and able to provide references and success stories to support your brand, invest in strategic customer advocacy.
Optimove
AUGUST 19, 2024
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
CSM Magazine
AUGUST 19, 2024
When it comes to retirement, we all know we should save. Yet, when it comes down to actually putting money aside for our future, many of us fall short. It turns out that the reasons are often more psychological than financial. Understanding these mental hurdles and knowing how to overcome them can make all the difference in securing a comfortable retirement.
Forrester's Customer Insights
AUGUST 19, 2024
Over the last 18 months, I’ve been noticing an increase in discussions about go-to-market strategy in B2B circles, just as ABM rose in popularity over 10 years ago. In particular I have observed: Platform vendors that previously badged ABM platforms are now repositioning as GTM platforms.
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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.
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Optimove
AUGUST 19, 2024
Optimove, the first Customer-Led Marketing Platform, has been named a Contender in The Forrester Wave : Email Marketing Service Providers, Q3 2024. The report cites Optimove’s strength in improving marketer processes with real-time data, and delivering AI-generated recommendations, solidifying, for the company, its position as a powerhouse of both email and cross-channel marketing.
Forrester's Customer Insights
AUGUST 19, 2024
I’m pleased to announce the release of The Forrester Wave, Email Service Providers, Q3 2024. This makes what I believe is the 15th time I’ve authored the wave evaluation of this vendor category!
Interactions
AUGUST 19, 2024
In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.
Forrester's Customer Insights
AUGUST 19, 2024
Get an inside look at the enterprise architecture strategies of this year’s EA Awards winner, Scotiabank, and learn which firms were runners-up.
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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.
Interactions
AUGUST 19, 2024
In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.
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