Top 16 Analysts Covering Customer Experience презентация

community. Just by following their blogs and tweets, you’ll get tremendous insight into the latest best practices, stats and trends!

Shai Berger
Co-Founder & CEO, Fonolo

@shaiberger

Manning
Jim Davies
Kate Leggett
Megan Burns
Natalie Petouhoff
Omer Minkara
Paul Haggen
Peter Ryan
Richard Snow
Sarah Reed
Sheryl Kingstone
Sumair Dutta


* Listed in alphabetical order

leading companies are refocusing the primary purpose of contact centers from handling individual calls to building customer loyalty. These changes will morph contact centers into what I’ve called Relationship Hubs.

Managing Partner, Temkin Group
Focus: Customer experience

Recommended Reading:

Customer Experience = Success + Effort + Emotion

14 Customer Experience Trends for 2014

Blog

more than 80% of organizations follow a common pattern.

VP and Distinguished Analyst, Gartner Research
Focus: CRM strategy and implementation, customer experience management

Recommended Reading:

What’s New with CRM, Social CRM and CEM?

The CRM Team Perspective on Social in 2015 (Subscribers Only)

Blog

their experiences. This customer-centric cohesion requires a new paradigm in user experience. Get ready to make the shift as the front office comes to the back office to form a new engagement strategy.

President, Communication Initiatives
Focus: Unified and social communications, contact centers, customer experience.

Recommended Reading:

Why Speech Analytics Improve Customer Care (Membership Required)

Social Communities Spur Innovative Customer Support

Blog

since its early days in the late 1990s. Early on touted as the replacement for the telephone (with many advantages over it) due to the low-latency nature of its operations, chat has succeeded (few times) and failed along the myriad electronic channels we brought along to form a contact center.

Independent Analyst
Focus: Customer experience, CRM, social media

Recommended Reading:

Fixing The Suckiness of Predictive Analytics

The Silent Rise Of Chat in Customer Service Adoption

Blog

Call Center

good” topic but because it’s the best way we know to retain customers, get that next sale, and win new customers.

VP, Research Director, Forrester Research
Focus: Customer experience practice

Recommended Reading:

What Customer Experience Professionals Need to Know About the Customer Life Cycle (Subscription Required)

The Path to Customer Experience Differentiation

Blog

focus on understanding customers by listening to them and using that understanding to market differently, sell differently, support differently… a lot of companies are now realizing they can’t really differentiate by traditional means, but really understanding the customer can help them to do that.

Research Director, Gartner
Focus: CRM

Recommended Reading:

VoC: Voice of the Customer? Very Often Confused!

The Impact of VoC on Digital Commerce (Subscribers Only)

Blog

ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards

VP, Principal Analyst, Forrester Research
Focus: Customer Service: trends, research, and technology

Recommended Reading:

Customer Service Channel Usage Highlights the Importance of Good Self-Service

Forrester's Top Trends for Customer Service in 2015

Blog

of the business world. Everyone buys-in to the idea of treating customers well, at least in public. What they don’t do is change their behavior or encourage change in the people who work for them.

VP & Principal Analyst, Customer Experience, Forrester Research
Focus: UC, call center, SIP, VoIP

Recommended Reading:

Getting Executives Engaged in the CX Transformation

Want Better Customer Experiences? Adopt the Six Disciplines of CX Maturity

Blog

support, and commerce are collapsing…. Customers expect an organization to act as one entity and their front office experiences to match other experiences regardless of touch point.

Vice President and Principal Analyst, Constellation Research, Inc.
Focus: Customer service, CRM, contact centers

Recommended Reading:

What You Don’t Know About APIs Could Hurt Your Ability to Deliver Great Customer Experiences

The State of Customer Service and Support in 2015

Blog

“Press 1 for a call-back.”

Customer relaxes while Fonolo waits on hold.

Fonolo’s cloud-based solution easily hooks into your existing call center infrastructure, with minimal impact to your business processes.

Adding Call-Backs the Easy Way

customers has changed from five in 2012 to six in 2013 to nine in 2014. This validates that the value in emerging channels is not a myth, but a reality – one that contact centers must address.

Research Director, Contact Center & Customer Experience Management, Aberdeen Group
Focus: Customer experience across multiple interaction channels (e.g. social, mobile, web)

Recommended Reading:

Engineering Continued Success in Omni-Channel Customer Care: Keep An Eye Out for Emerging Channels

Answering the ROI Question for Customer Experience Management

Blog

is to bring customers and frontline employees into the design process through co-creation. When they are face-to-face with a design team, customers can provide … firsthand accounts of what they want and seeds of ideas to build upon...

Senior Principal; Head of Customer Experience & Innovation Strategy, Forrester Research
Focus: Customer experience strategy, organizational culture, leadership structures

Recommended Reading:

Why Behavioral Economics for Customer Experience? (Free Registration)

How Three B2B Firms Measure Customer Experience (Membership Required)

Blog

as Canada should look at the evolution of countries in which online shopping and associated multichannel consumer support are more common (such as the UK or the US).

Principal Analyst, Ovum
Focus: Business process outsourcing, offshore contact center delivery, social media outsourcing

Recommended Reading:

The Retail Sector Offers Opportunities for CRM Outsourcers

Canadian Multi-Channel Growth Spells an Opportunity for CRM Outsourcers

Blog

apps that can automatically connect to a contact center agent at the click of a button without losing the context of what the customers was doing in the app.

Global VP & Research Director (Customer and Contact Center), Ventana Research
Focus: Customer experience management, voice of the customer programs, experience design

Recommended Reading:

Research Agenda: Customer Technology for 2015

Technology Requirements for Providing an EPIC Customer Experience

Blog

days…we saw an immediate impact on our abandonment rate… on our busiest days it was down 33%.”

Watch the video:

Read the case study:

support two or ten channels, or have two or ten locations; the challenges facing most contact centers are considerable. And – the complexity intensifies as we expand the mix of customers, channels, and sites we support.

Senior Manager, Deloitte Services LP
Focus: Offshore outsourcing, customer experience, contact center management

Recommended Reading:

The Drivers of Today's Customer Experience (Infographic)

The Mobile Customer Service Marathon

With technologies like Bluetooth Smart, entire shopping lists can be delivered on-demand based on a particular grocery store and lists can be dynamically organized based on in-store location.

Director, Yankee Group/451 Research
Focus: Customer experience strategies, cross-channel communications, mobile experiences

Recommended Reading:

Bluetooth Smart and New Technology for Immersive Customer Experiences

NICE Systems' Analytics Platform Visualizes the Customer 'Journey' (Registration Required)

Blog

the reduction of the burden on the service organization. Now, there is the realization that customers often resort to self-service channels as a first attempt.

Chief Customer Officer, The Service Council
Focus: WFM, customer service contact centers, multi-channel support, social support, mobility

Recommended Reading:

Getting More with Self-Service

The Service Leader’s Checklist When Leading a Business Transformation