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  • Webinar Humanize Feedback To Drive VoC Action

    December 19, 2019 | Faith Adams

    Driving engagement and action in voice-of-the-customer (VoC) programs is hard. Because of this — and despite investments in people and technology — VoC programs don’t deliver...

  • Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

    Landscape: The Social Marketing Playbook
    December 11, 2019 | Jessica Liu

    The question for B2C marketers is no longer whether your customers use social media, but how you can best use social media to interact with those customers. But how well do you know your customers...

  • Webinar Understanding Employees For Better EX

    December 11, 2019 | Angelina Gennis, Kelly Price

    Just as great customer experience starts with understanding customers, great employee experience (EX) begins with understanding employees. Yet, most organizations fail to conduct the research...

  • Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

    AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More
    December 9, 2019 | Amit Bhatia

    The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

  • Report Embrace Innovative Marketing

    Executive Overview Of The Marketing Innovation Playbook
    November 26, 2019 | Melissa Parrish

    Marketing has come a long way, but it is not yet customer obsessed. True marketing innovation focuses on evolving from staid and traditional marketing approaches toward a new worldview that...

  • Report Create An Omnichannel Advertising Strategy Centered On Customer Experience

    Executive Overview: The Omnichannel Advertising Playbook
    November 22, 2019 | Joanna O'Connell

    B2C marketers need to embrace omnichannel advertising strategies to orchestrate connected experiences that drive better results. How? By adopting a customer-obsessed planning and buying approach...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report The Future Of Omnichannel Advertising Must Be Customer Obsessed

    Vision: The Omnichannel Advertising Playbook
    November 8, 2019 | Joanna O'Connell, Susan Bidel

    Advertising is a decades-old revenue engine for brands, but it's gone off the rails in an era of data and technology obsession. Little understanding of consumer ad sentiment and too much short-term...

  • Report The Top 10 NPS Questions Answered

    What CX Professionals Should Know About Net Promoter Score
    November 7, 2019 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

  • Report The US Federal Customer Experience Index, 2019

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    November 7, 2019 | Rick Parrish, Laura Garvin Tramm

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Predictions 2020: The Customer In 2020

    Consumer Pressure To Put Idealistic Values Into Action Forces Brands To Evolve Their Purpose
    October 28, 2019 | James L. McQuivey, Anjali Lai

    CMOs have been racing to invent content and experiences that are novel, delightful, hyper-personalized, memorable (if not viral), and delivered at the perfect moment to consumers' ever-shrinking...

  • Report There's No Personalization Without Content Intelligence

    Brands Must Go Beyond Understanding Their Customers — They Must Understand Their Content Assets Too
    October 25, 2019 | Nick Barber, Brendan Witcher

    Customers demand personalized experiences across all touchpoints. To meet these rising expectations, companies use customer data and create more and more content — initiatives that often misfire as...

  • Report Demystifying Financial KPIs For Telecom CX Professionals

    October 22, 2019 | Tom Mouhsian

    Customer experience (CX) professionals in the telecommunications sector must connect CX measures to core financial performance in order to establish the financial impact of their CX initiatives....

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • Report Hardwire Customer Experience To Telco Financial Performance

    CX Pros At Telecommunications Providers Must Connect Metrics To Money
    October 7, 2019 | Tom Mouhsian

    Telco business leaders are used to tracking success via key performance indicators like return on invested capital and average revenue per user but don't always know how customer experience (CX)...

  • Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

    Performance Management: The Customer Loyalty Playbook
    October 4, 2019 | Emily Collins

    Earning customer loyalty is critical to business success, and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention...

  • Report Operating A Customer-Obsessed Enterprise

    Know What To Pivot At Your Firm
    September 12, 2019 | Shar VanBoskirk

    Eight years into the age of the customer, just 15% of enterprises are customer obsessed. Our research finds that executives agree with the idea of customer obsession — they just struggle to put it...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Agile Software Leadership Drives Customer-Obsessed Company Success

    Executive Overview: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    More than ever before, companies are under pressure to deliver continuous value to their customers, and Agile delivery practices have become part of the mainstream as a result. But it's becoming...

  • Report Gauge Your Customer Lifecycle Marketing Maturity

    August 20, 2019 | Lori Wizdo

    To help you assess the maturity of your customer lifecycle marketing (CLM) practices, we've developed an assessment framework, comprising 20 criteria across five competencies — strategy, structure,...

  • Report The Customer Obsession Assessment

    Advance Your Entire Enterprise
    July 29, 2019 | Shar VanBoskirk

    The path to customer obsession doesn't get easier with time. But learning from other firms' progress can make it less rocky for you. This report harnesses the results of a 1,008-executive survey...

  • Report Case Study: One Medical Bridges The Gap Between Digital And Physical Patient Experiences

    Evolving customer expectations in healthcare are forcing providers to rethink their traditional care models and redesign patient experiences. One Medical differentiates itself by offering care that...

  • Report Best Practices: Airline Mobile App User Experience

    Engage Customers With Seamless Mobile App Experiences
    July 12, 2019 | Tom Mouhsian, Diane Deng

    Mobile touchpoints are now at the heart of the airline customer journey. As digital experiences continue to reshape the way people plan and manage their travel, airlines must optimize their mobile...

  • Webinar Hot Or Not: The Top Retail Initiatives For 2019

    July 10, 2019 | Brendan Witcher, Claudia Tajima

    For brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...

  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

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