PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. These insights can then guide and inform how you approach business objectives like: Customer experience improvements.

B2B 118

B2B Customer Feedback Start-ups B2C 118

Callminer

OCTOBER 11, 2018

To gain some insight into these commonly-overlooked and often-undervalued metrics, we reached out to a panel of call center pros and business leaders and asked them to answer this question: What’s the single most undervalued / overlooked call center metric (and how can companies do a better job of leveraging it)?

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Zendesk

JUNE 14, 2023

You’re ‘customer-first’ when your customer’s experience and their emotional attachment to your products become your company’s purpose,” said Keohane. Yet adopting a customer-first strategy comes with a set of challenges that must be navigated with forethought and a commitment to execution.

Customer Feedback 52

Customer Feedback AI Technology Technology 52

Fonolo

JULY 28, 2022

Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience. We all know that life experiences are dramatically different from one person to another. Diversify your interview panel. Ask your employees about their experience with inclusion in the workplace.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 139

Retail Machine Learning AI Artificial Intelligence 139

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more.

Customer Experience 94

Customer Experience Touchpoint Start-ups CX 94

Zendesk

MAY 18, 2023

Zendesk Relate is also where we share our vision for where customer experience is headed, based on our research and trends in the market. From AI acting as brand companions to the rise of synthetic sales associates and agents, the panel discussed the far-reaching implications of AI.

Sentiment Analysis 52

Sentiment Analysis AI CX Engineering 52

Intercom, Inc.

SEPTEMBER 3, 2020

Taking part in the panel are: Thomas Creighton de Farias – Senior Product Education Producer. Jen Murphy – Senior Product Researcher. This is the first in a series of quarterly panels that we’ll be hosting as part of Built For You. Jen Murphy: Hi, I’m Jen Murphy, and I am a senior product researcher.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Callminer

MAY 27, 2020

However, it is of critical importance that every employee’s experience with your company be taken seriously. No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values.

Start-ups 254

Start-ups Technology Technology Education 254

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Sports 62

Sports CX Scorecard Touchpoint 62

Confirmit

FEBRUARY 26, 2019

No company aiming for significant growth in the US can ignore the Hispanic market in their research. For most companies, research means reliable sample – in this case, Spanish speaking sample. Culturati Research identified this need and dedicated resources to building a best-in-class Hispanic panel.

Technology 40

Technology Technology 40

Totango

JULY 28, 2021

Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Customer success managers play a pivotal role in delivering satisfying experiences which promote retention and referrals. Promote Your Position in the Right Places.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Execs In The Know

SEPTEMBER 14, 2021

September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. PHOENIX, Ariz., Email Execs In The Know at info@execsintheknow.com to request your private invitation. About Execs In The Know.

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Confirmit

MARCH 31, 2019

Confirmit offers end-to-end solutions that help businesses collect Richer insights so they can make Smarter Decisions and take Action Faster using the world’s most secure, reliable, and scalable solutions for Customer Experience, Employee Engagement, and Market Research programs. Ad-hoc Research. Panel Management.

Text Analytics 40

Text Analytics Voice of the Employee Contact Center Voice of the Customer 40

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. Typically, these surveys are conducted on an Intranet basis.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

Qualtrics

JULY 17, 2020

Probability-based survey panels offer the relative affordability and speed of panel-based research, with an additional layer of statistical confidence. That’s why we’ve partnered with NORC’s probability-based AmeriSpeak panel, to give you access directly within the world’s most versatile online research platform.

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SurveySensum

MARCH 26, 2024

They streamline the entire survey process, from creation to reporting, enabling organizations to gather valuable insights, measure customer satisfaction, conduct market research, and make data-driven decisions efficiently and effectively. This ultimately enhances the overall customer experience and drives CX-focused ROI.

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

SurveySensum

MARCH 26, 2024

They streamline the entire survey process, from creation to reporting, enabling organizations to gather valuable insights, measure customer satisfaction, conduct market research, and make data-driven decisions efficiently and effectively. This ultimately enhances the overall customer experience and drives CX-focused ROI.

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

Execs In The Know

JANUARY 24, 2023

PHOENIX, ARIZONA, US, January 24, 2023 — Global customer experience (CX) industry leader Execs In The Know is taking Customer Response Summit (CRS) to Austin, Texas. We are excited with the world-class, all-star line-up of speakers and panelists that are coming from across sectors to share their expertise, insights, and experience.

Hospitality 40

Hospitality Hospitality CX Technology 40

Execs In The Know

OCTOBER 14, 2021

It’s not just offering an online store; it’s building the whole customer experience around digital engagement. Clunky order-and-delivery systems became seamless, app-centered curbside pickup, and online customer experience (CX) systems had to quickly improve how bots delivered service to handle massive shifts in volume.

CX 98

CX Customer Loyalty Retail Start-ups 98

Fonolo

NOVEMBER 17, 2020

The one word that came up time and time again in our research was ’empathy.’ Historic Call Center & Customer Experience Trends. That includes our experience as customers. More than 80% of customers now say the experience a company provides is as important as its products. . Here’s what they said.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Confirmit

JULY 28, 2020

No, we’d also love to hear from corporate research and insight teams. If you do research internally for an enterprise and it helps your business make better decisions, we want to hear from you. AIR Professionals which celebrates great researchers. Market Research Company Best Practices Quick Guides.

Innovation 59

Innovation Start-ups Technology Technology 59

Shep Hyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The Michelli Experience) Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Here are my top five picks from last week.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Execs In The Know

MAY 26, 2021

May 26, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce details about their upcoming Enabling Work-From-Home Briefing — a CX-geared virtual event developed exclusively for CX leaders at end-user corporate brands. SCOTTSDALE, Ariz., About Execs In The Know.

Innovation 52

Innovation CX Engineering Business Growth 52

Qualtrics

NOVEMBER 12, 2020

Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start. Use our Sample Size calculator to find out the right number of people needed for your research. When you know more, use the insights to improve your experience , and take action to fix the problem.

Social Media 52

Social Media Start-ups Sales 52

Shep Hyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher. We knew that!)

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

Execs In The Know

JULY 6, 2021

Many of these will be highlighted in the keynotes, panel discussions, case studies, and breakout sessions that will be taking place at CRS Coronado. But what does personalization look like as more automation and self-help is added to the experience? The New Dynamics of Recruiting and Hiring. Data Utilization. Digital Transformation.

CX 98

CX Innovation Customer Feedback Customer Experience 98

Execs In The Know

APRIL 23, 2021

Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties. Our early research showed consumer concerns more than doubled within weeks, from 16% feeling highly anxious at the onset, to 39% just a month later. Employees are key to delivering compassion in customer experiences.

Innovation 93

Innovation CX VOC Outlook 93

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

Qualtrics

MARCH 26, 2020

As public health authorities urge citizens to follow social distancing guidelines - or implement even more stringent measures - many market researchers are pausing or delaying in-person data collection. Online panels. Online panels are a sample of people who have agreed to complete surveys online. Sampling and Recruitment.

Legal 39

Legal Start-ups Sales 39

Intercom

DECEMBER 19, 2023

Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’ With the explosion of ChatGPT and in the midst of a shaky economic climate, this year everything changed in tech. Like peanut butter and jelly, bots and brains are the perfect duo, elevating each other in all of the right ways (delicious ?).

AI 96

AI Engineering Sports Customer Service 96

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? She’s also a columnist and the author of three handbooks, including her latest one, Innovating Superior Customer Experience.

Innovation 52

Innovation CX Non-Profits AI 52

Confirmit

OCTOBER 3, 2018

Guest speakers included analysts from Forrester Research, CX practitioners from clients including LexisNexis and Philadelphia Insurance, and our own CX visionary, Claire Sporton. Following these presentations was an engaging panel session with Sarah Day from Asurion, Jeff Heintz from Novo Nordisk and Meredith Moses from W.W.

B2B 40

B2B CX Voice of the Customer Innovation 40

Qualtrics

NOVEMBER 10, 2020

From trawling the mighty US Census, to calculating percent change in an instant, there’s a whole lot of research tools out there to help you do your job as a market researcher. When you’re conducting market research, the obvious tool you need is a world-class research platform. Pew Research Center. Global interest.

Social Media 55

Social Media Non-Profits Education B2C 55

Fonolo

NOVEMBER 23, 2017

In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. If you’re able to find a solution through self-service, then the company is doing their part to provide a good experience, and accommodate customers when call volume gets hairy.

Social Media 86

Social Media Contact Center Gaming Customer Service 86