Futurelab

DECEMBER 27, 2023

.” Some smaller companies skipped creating any kind of CX positions on the premise that “Market research already has all the info, there is no need for more people.” This is why some research and insight teams are suddenly facing a need to evolve from observers to active participants in customer experience (CX) design and delivery.

Customer Experience 162

Customer Experience CX Start-ups Actionable Insights 162

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

PeopleMetrics

MARCH 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? How to Increase Synergy in B2B Voice of the Customer.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. Understanding helps you segment and prioritize your customer types.

Voice of the Customer 114

Voice of the Customer Customer Survey Customer Experience Management Customer Experience 114

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B CX NPS Net Promoter Score 12

ClearAction

AUGUST 29, 2015

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. If it’s Called Customer Experience, Why is it All About the Company?

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Whatsapp Surveys Starts at $99/month 4.7

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX In Europe, the Ryanair debacle is the most prominent case of all.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Beyond Philosophy

JANUARY 29, 2021

Moreover, you can implement all those things, but if you don’t change the mindset of the people who provide the experience, then people carry on doing the same thing, and nothing will improve. Our Customer Service department did a customer survey every year. What Doesn’t Work.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

JANUARY 13, 2025

A high-effort experience? When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). It answers the question: How hard did your customers have to work to resolve their issues or achieve their goals?

Sentiment Analysis 115

Sentiment Analysis Net Promoter Score NPS Touchpoint 115

ClearAction

AUGUST 21, 2016

Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it. When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

Retently

OCTOBER 11, 2024

Retently as a Top QA Tool for Ecommerce and Retail Retently provides a streamlined approach to managing customer experience and Quality Assurance, making it a valuable tool for teams in helpdesk settings. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

Lumoa

JANUARY 11, 2022

Without a properly crafted customer survey, you would not get enough data. Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

SurveySensum

FEBRUARY 4, 2025

month Have broad use case, from small to large business Top GDPR-Compliant Survey Platforms in 2025 Finding the right survey platform that balances solid features with GDPR compliance is a tall order. Therefore, Ive curated an A-list of top GDPR-compliant survey platforms. Lets take a look at them.

Compliance 52

Compliance Start-ups Healthcare AI 52

SurveySensum

SEPTEMBER 19, 2024

Affordability : Zykrr is not a cost-effective customer feedback tool, meaning it is not an ideal choice for small to medium-sized businesses. CX Consultation : New to the world of CX and need assistance? Text Analytics : So, you have gathered the data via surveys, what’s next? Well, forget it with Zykrr.

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

SEPTEMBER 16, 2016

What’s missing for the customer experience is an irrefutable feeling that their well-being comes first, when and how it best fits their objectives, as a trust-builder and precursor to organic growth, cost containment, and risk reduction. Different people throughout a company have different understandings of customers’ realities.

Customer Experience 106

Customer Experience Sales Touchpoint Voice of the Customer 106

Qualtrics

MARCH 14, 2019

And for customer experience teams it was a chance to get a look at the latest innovations on the Qualtrics Customer Experience Management Platform that are helping transform how the world’s most successful brands are delivering breakthrough experiences. Understand EVERY customer at EVERY key moment.

Innovation 46

Innovation Customer Experience B2B B2C 46

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. Surveys are fully white-labeled with options for data residency.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Comm100

DECEMBER 14, 2017

While this is not always the case with hardware and software deployments where the deliverables are very clearly defined, experience projects are sometimes a little bit harder to fully scope out. Surveys, calls and personalized promotions can help you to achieve this. Can customers be involved in creating better CX?

Customer Experience 116

Customer Experience Net Promoter Score NPS Close the Loop 116

SurveySensum

MARCH 15, 2024

Well, how about I tell you that the whole process of market research can be automated and made simple, saving you a ton of time and energy, and can also help you in customer experience management ? Analyze Your Target Market with the CX Experts at SurveySensum! Sounds too good to be true? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

CX Journey

APRIL 7, 2015

Without knowing the big picture, we can''t really understand who our customers are and what they are trying to achieve – and as result, we can''t deliver personalized customer experiences. I call a customer journey map the backbone of your customer experience management strategy.

Customer Journey Map 64

Customer Journey Map Touchpoint Omnichannel Social Media 64

SurveySensum

OCTOBER 10, 2023

Unavailability of Sending Custom Survey Links to Customers Sometimes businesses like to reach out to their customers personally to request them to fill out surveys if they didn’t. Here’s a customer review on the limitation of sending custom survey links to customers: Source 2.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Retently

AUGUST 5, 2024

It’s often praised for its flexibility and the ability to create detailed, customized surveys. It has limited customization options in lower-tier plans and limited analytics. Otherwise, a dedicated Customer Success Manager on the software’s part should guide them throughout the process.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

SurveySensum

JUNE 5, 2024

But that doesn’t mean that you need to miss out on the amazing benefits of launching 360-degree feedback surveys, right? A comprehensive tool that integrates CX surveys, employee surveys, and survey analysis into one platform can streamline the entire feedback process. G2 Review : 4.5/5

Construction 52

Construction Start-ups Text Analytics Net Promoter Score 52

SurveySensum

AUGUST 22, 2024

SurveySensum SurveySensum is an AI-enabled customer experience management tool that stands out for its data security and privacy and strict adherence to the HIPAA Act of 1996. The tool has industry-specific customizable survey templates so you don’t have to start from scratch. And the best part? G2 Rating : 4.5/5

Healthcare 52

Healthcare Legal Compliance Start-ups 52