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For several years, prognosticators have been claiming that the centralization of all customer-facing information gathering into a system that is fully integrated into CRM systems was the next big thing. Not only has this forecast proven to be incorrect, but the very term (EFM) remains unknown to most potential buyers on the client side.
Several factors are moving this market along in a positive direction:
The bottom line: EFM is finally starting to arrive in quantity, not with a bang but with steady business-like growth. The upside can be profound, but embracing EFM involves more than the market research groups, it often also requires marketing, sales, and corporate.
Agenda:
Vendors mentioned:Clicktools, ConfirmIT, Inquisit, Vovici
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A rising tide of customer satisfaction research is also lifting the tide of another type of software enabled solution to harness these insights. They are enterprise feedback management (EFM) systems that combine elements of survey tools with tight custome
Satisfaction studies often cost a lot and consume vast research resources without ultimately improving business results. Why? The market intelligence organizations that conduct the research often take just a "reporting" approach, while the business units
Market researchers today are using online surveys in droves — in stark contrast to previous models of software package use and pure outsourcing. Why? They are quick, inexpensive, and offer advanced capabilities along with the growing availability of onlin
Join Sucharita Kodali and Fiona Swerdlow for a recap of the 2021 end-of-year holiday season. In this webinar, we review insights about the season to inform your planning for Holiday 2022. Key takeaways: How US and UK consumers felt about the season overall Highlights from 2021 Black Friday and Cyber Monday events Initial thoughts on areas to work on for Holiday 2022 Target audience level: intermediate
The past two years have taught us that it's critical to have clear visibility into customer behaviors, motivations, and intent. Unfortunately, several waves of fog are rolling in. Upcoming events like cookie deprecation and trends like the proliferation of opaque AI systems promise to obscure companies’ ability to glean meaningful customer insights. Some forward-thinking companies, however, will turn these threats into opportunities. Key takeaways: Prepare for cookie deprecation. Bring together design researchers and data scientists. Adopt explainable AI (XAI). Target audience level: all levels
Customer-obsessed firms must break down organizational silos to focus on the next-best experience (NBX) needs of their customers. But disparate and overlapping technology investments severely hamper their collaboration efforts. It’s critical to understand when and why to implement various technologies as components of the enterprise customer experience (CX) ecosystem. This webinar explains the business rationale associated with four different solutions: customer journey orchestration (CJO), real-time interaction management (RTIM), cross-channel campaign management (CCCM), and customer data platforms (CDPs). Key takeaways:• Learn about the technology requirements to deliver next best experience (NBX).• Understand the NBX capabilities of CJO, RTIM, CCCM, and CDPs.• Find out which vendors deliver NBX capabilities for various vertical use cases.• Discover NBX metrics based on customer outcomes versus brand KPIs.• Explore how to position NBX capabilities within your CX ecosystem. Target audience level: all levels Vendors mentioned: Adobe, Alterian, Boxever (Sitecore), Emarsys (SAP), FICO, Kitewheel (CSG), mParticle, NGDATA, Oracle, Pegasystems, Pointillist, Precisely, Red Point Global, Salesforce, SAS, Teradata, Thunderhead, Treasure Data, and Usermind (BryterCX).
