Accenture Strategy has just published a brand new research report, titled Capturing the Insurance Customer of Tomorrow. This is a comprehensive report covering 33 different countries, and collating the views of over 13,000 individual life insurance customers. Some rather surprising statistics are presented within the pages of this report, which tend ...
Customer Experience More Important than Price by 2020
We all know that Customer Experience Management (CXM) works. Plenty of research statistics are available that prove that it does. But how important is CXM going to be in the next few years? A new report that has been published by Walker, titled Customers 2020, explains that the customer experience is ...
Retail Customers Happy to Pay More for good CXM
We all know that a good customer experience is something that consumers appreciate. Pure logic dictates that this must be true. However, how do we quantify how much consumers appreciate being taken care of well? Defaqto Research has just published the results of a survey that targeted retail customers. The survey ...
Going Beyond Voice of the Customer (VOC)
When we talk about Voice of the Customer (VoC), we understand that we are discussing a way of capturing customer knowledge from the direct, indirect and also the inferred voice. Voice of the Customer based enterprise applications have matured significantly in the last two years. An offshoot of this maturity, ...
Text Mining Made Easy: Long Live Lemmatisation
When it comes to text mining applications, not all are created equal. Even today, many tech vendors selling supposedly enterprise grade text mining tools, rely on antiquated methods and technology, such as keyword lists to get the job done. These tools can take an age to configure, due to the requirement ...
Why You Need a Customer Experience Dashboard
Customer Experience Management (CXM) is now a mature, proven business methodology. A methodology that due to advances in technology such as Big Data, can have far reaching effects upon the whole business. As CXM has been adopted and adapted by major enterprises, we have seen a subtle shift from a purely ...
The Importance of the Digital Customer Experience
There can be no doubt that the face of retail has entirely changed in the last decade. We have moved from a predominantly transaction based customer experience, which revolved around in-store visits. To a digital customer experience, which encapsulates multiple channels such as ecommerce, social networking, and other web based ...