157 results found
The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth.
Content The evolution of CX tech: From passive to proactive The tangible proof: How CX tech directly impacts business outcomes Actionable takeaways: How to prove your CX program’s value CX tech is no longer optional—It’s business-critical Despite all the buzz around delivering a positive customer experience, some still see Customer Experience (CX) management as soft […]
Your data investments aren’t delivering: 3 reasons why Modern lives are encoded in data. People spend four hours a day on their smartphone. Two-and-a-half hours on social media [1]. And a lifetime on Zoom calls. Data footprints are left in search queries, Twitter posts, Uber journeys. Cell towers and satellites track real-world movements. Customer surveys. […]
The future is human The future is human This paper is for anyone leading or drivingCustomer Experience, Insights or Research efforts. Download full eBook Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, […]
Turning customer voices into tangible change Tools used Data integration Product-specific surveysAdvanced reporting NPS tracking Thanks to an award-winning Voice of Customer (VoC) program built with Forsta, Virgin Money has made customer experience a driving force in its banking business. The challenge How to hear and harness 3.3 million customer voices Virgin Money’s business is vast – […]
A customer journey map presents a visual representation of the steps your customers take when engaging with your company. Discover more here.
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 culture across its 6.600 […]
Greenbook-Forsta partnership bolsters validity and integrity of GRIT Report Greenbook-Forsta partnership bolsters validity and integrity of GRIT Report If your work involves research, analytics, or insights, you’ve probably heard of the GRIT Report and may have seen the recently released Business & Innovation edition, the first product of the new Greenbook-Forsta partnership. Read on for […]
Social engagement: Designing for participant interaction The rise of social networking sites heralded in the era of the social web, where people interact with one another, both known (generally through sites like Facebook) or unknown (often through sites like Twitter). Given this widespread activity, there is often high expectation that social interaction within digital communities […]
Five guiding principles for integrating AI in market research Artificial Intelligence (AI) in market research casts an aura akin to the new kid on the block—equal parts intriguing and intimidating. With endless possibilities, from turbocharging your operational processes to transforming data analysis, AI is simply BURSTING with promise. But let’s be real for a second: […]
