370 results found
CX expert series: Donna Kempster – Computacenter Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on […]
CX expert series: Andy Dingwall – Kingfisher Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands – B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services […]
Winning a Forsta ACE Award What’s it like to win a Fosta ACE Award for your customer experience program? Find out in this video where 2019 winners including UL, PennyMac, Wyndham Destinations, and Sodexo share their stories about running an award-winning CX program and being able to recognize their teams. More customer stories
CXM big and small data integration Forsta sponsored a study by Harvard Business Review Analytic Services to explore the roles of Big Data and Small Data for organizations in understanding their customers. 98% believe understanding customers is crucial to creating relevant customer experiences. But only 23% say they understand very well why their customers act […]
Diving deeper: CX analytics explained Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. […]
The definitive guide to effective online surveys Surveys have been employed as a way to gather information about people’s behaviors and preferences. Businesses, academia, and the government use them to guide policy decisions, develop new products, or improve service offerings in the form of opinion polls, to test ads, or track key performance indicators (KPI). […]
Forsta and ENGAGE: Using employee engagement to drive strategic action and business growth Engaging every employee The insurer’s employee engagement program covers all 12,000 of its staff across the UK and two offshoring populations in India and South Africa. It was undertaken to support the group’s strategic evolution; having created the original revolution in the […]
Make it stick: 5 tips for video storytelling Capture imagination Engage emotions Break through In recent years, there’s been a notable push to incorporate storytelling into insights reports, and indeed in all aspects of business today. Storytelling is an important mechanism to help deliver information that stands out from the clutter and resonates with the […]
Tapping into text analytics for stand-out customer experience Tools used Survey design and distribution Tailored operational dashboards Strategic reporting views Action management and alerting Advanced text analytics Industrial and electronics distributor RS Components wanted to position itself as the first choice for its customers. To do so, RS Components needed to shift to a customer-centric […]
Communication is the power behind success The role of a CEO is a multi-faceted one at the best of times. There are always hundreds of decisions vying for your attention, and all of them are critical to the person raising them. In the current environment, everything is magnified. Small challenges can become big issues, and […]
