Customer Experience

MWC Barcelona 2021 Brand Buzz

Alexandra-Emily Kokova
Online analysis based on MWC Barcelona mentions in the period 28 Jun - 1 Jul 2021 MWC Barcelona 2021 opened the grand event season with a hybrid format on June 28th in Barcelona, Spain. The event's agenda covered inspirational keynotes from globally renowned speakers and included heated debates about the hottest topics in technology. This year's program focused heavily on 5G innovations. The organisers introduced the most promising Barcelona startups,…

The customer-centric transformation of HeidelbergCement Group, enabled by GemSeek, recognised at the Customer Centricity World Series 2021

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We are proud and humbled to announce that our project with HeidelbergCement Group was awarded at the Customer Centricity World Series virtual finals ceremony last night, May 19th 2021 in 3 categories: Business Change or Transformation B2B Customer Centricity OVERALL WINNER HeidelbergCement’s customer-centric transformation overcame competition from Volvo, Brenntag and others in the Business Change or…

The Best Customer Insights Are Found at The Intersection of Past, Present and Future

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS It’s not about how you get those customer insights, it’s what you do with them > Getting customer insights about past experiences > Real-time customer insights to act quickly > Customer insights for the future > It’s not about how you get those customer insights, it’s what you do with them Understanding customers…

How to earn customer loyalty in insurance through quality service and experience

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Are there clear winners of the race to great customer experience among leading insurance companies? According to a recent Forrester study, probably not. In this article we explore ways for insurers to step out of the middle ground of lukewarm CX and increase customer lifetime value through advanced customer analytics models. TABLE OF CONTENTS The European…

Episode 11: Solving Customer Analytics Challenges

Alexandra-Emily Kokova
Customer experience analytics is commonly considered as the discovery, collection and analysis of customer data. This data aims to help you make intelligent decisions through actionable insights. Whilst the field is rapidly growing, the exact scope and impact significantly varies from one organisation to another. Episode 11 of the CX Impact Podcast features GemSeek's managing director and renowned customer experience expert - Morgan Evans. Morgan and Momchil talk about the…

The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Alexandra-Emily Kokova
Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…