370 results found
CX chat with Zancesca Spagnoletti: Philadelphia Insurance In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Forsta. Zancesca highlights […]
CX expert series: Ryan Denny – Bupa Global The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. They are critical to determining customer intent, keep abreast of vital market trends, or […]
Text Analytics Crunch words into numbers Customers have already told you how to grow, yet their answers are scattered everywhere. Over social media, hidden in emails, buried in chat logs, call records and survey responses. Forsta enables you to structure that data and gain insight to measure, understand and act on. Adding a touch of […]
CX expert series: Barbara Lincoln-Erie – insurance For more than 90 years, Erie Insurance has been fulfilling its promise to customers to provide auto, home, business and life insurance rooted in the principles of honesty, decency, service and affordability. In an effort to ensure ERIE was providing its customers with a seamless, efficient experience when […]
Seeing is believing: Visualizing market research data The proof is in the numbers 2.5 quintillion bytes of data are created every day. But, business leaders still don’t have the insights they need. The problem is that all this data is simply gibberish before it’s gathered, organized, and analyzed. And, even after the analysis, data still […]
Online qualitative: Ten activities to understand your customer We know that delivering high-quality, relevant customer experiences that resonate on an emotional and rational level leads to increased customer satisfaction or retention, new innovations, and increased sales. In fact, in a Harvard Business Review Analytical Services study, sponsored by Forsta, 98% of senior business leaders believe […]
Best practices survey slider design When should sliders be utilized? Sliders are effective when there is a need to make a fine distinction between items. In a five-point agreement scale, a slider could allow distinction between “agree slightly” and “agree strongly”— allowing rank order information for items that would be equally rated in a less […]
Text analytics in CX The business benefits of a customer experience program have been proven by a wide range of organizations who have embraced the Voice of the Customer early, including: Spotting new delivery issues early Identifying emerging trends Reducing operational costs by addressing common customer support issues Developing product innovations based on the wealth […]
Video open ends Research best practices Why video open ends? Forsta’s survey platform enables respondents to submit video open ends, or a video capture via a webcam or mobile video camera. With the video open end, the respondent is asked to record and upload a video in response to a question or exercise in the […]
The three customer insight reports every CMO should have For marketers and advertisers, developing and building a brand is all about connecting with and understanding the customer base. Successful brands have an identity; whether that be the perception of trust, reliability, or a positive feeling; they can have personality or convey purpose, and consumers stay […]
