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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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The technologies that enable CX, such as customer relationship management (CRM), customer data and analytics, personalization & optimization, contact center solutions, and employee experience (EX) solutions, are all integral to companies aspiring to build strong CX programs. However, it is the use of customer insights & feedback technologies that provides the ignition for all these solutions. These tools provide the direct link between not only customer and company, but also employee. The flow of customer information, both directly asked for and gathered through indirect sources, is critical to the success of CX.

Customer insights & feedback has long evolved past simple surveys and outreach. There has been an explosion in customer data type and channel options and this segment has responded by offering a wide range of comprehensive solutions to support not just engaging and easy to set up data collection, but also sophisticated data analytics, insight generation, relevant dashboards, and tools to enable those insights to turn into action. At times, this is at odds with the widely varying levels of CX maturity in the industry, with some companies lacking the operational processes or company-wide culture to take their CX program to the next level. Consumer sentiment toward feedback is likewise evolving with high expectations placed upon companies to provide timely and empathic responses. Customers want the opportunity to be heard and acknowledged, but on their own terms and via their own channel choice. They also want action taken quickly and in a focused, personalized manner.

This Dash Research report focuses on the customer insights & feedback software platforms, applications, and services that are offered to help companies achieve excellent CX. These solutions are an integral part of a customer’s experience and, if done correctly, will be a positive engagement, resulting in less churn, deeper loyalty, and the potential for customers to turn into promoters. From a company viewpoint, successful deployments can boost CX metrics, which are often then linked to an improved return on investment (ROI). Further, these technologies help companies prioritize and focus on the actions that will cause the greatest positive effect and identify other internal points of friction that affect EX.

Key Questions Addressed:

  • How are companies using customer insights & feedback to support their CX efforts?
  • What are the key drivers of customers insights & feedback adoption?
  • What barriers exist that may hinder the adoption of customer insights & feedback solutions?
  • What technologies are leveraged in customer insights & feedback solutions?
  • How is customer insights & feedback tied to EX?
  • What are some of the benefits and use cases for customer insights & feedback solutions?

Who Needs This Report?

  • CX practitioners
  • C-suite and strategy directors
  • Loyalty managers
  • Artificial intelligence (AI) and machine learning (ML) technology providers
  • Customer feedback technology providers
  • Data and analytics providers
  • Investor community

Table of Contents

  1. Executive Summary
    1. Introduction
    2. Market drivers
    3. Market barriers
    4. Market forecasts highlights
    5. Dash Research insights
  2. Market Overview
    1. Defining customer insights & feedback
    2. Market drivers
      1. Move to digital has created an enormous number of channels and sources for feedback
      2. AI technologies enable streamlining of analysis, more successful leveraging of unstructured data, and the development of more novel collection methods
      3. Consumer expectations for quick responses spur strong interest in technologies enabling insights to take action/close the feedback loop
      4. Insights & feedback technologies provide the needed link between EX and CX
      5. Need to better prioritize initiatives and identify churn risk
    3. Market barriers
      1. Lack of CX maturity in organizations
      2. Too much outreach can alienate end users and result in low response rates and survey fatigue
      3. Inability to move beyond collection and metrics to empathy and action
      4. Internal technologies and priorities lead to data silos, hindering information flow
    4. Market landscape and participants
  3. Case Studies
    1. Product Madness links NPS with internal systems to gain a deeper customer understanding
    2. T-Mobile deploys new feedback approach to prioritize customer satisfaction and deploy cross-functional Team of Experts model
    3. Co-op using video feedback to humanize feedback collection and gather richer insights
    4. Fifth Third Bank modernizes its VoC program
    5. L’Oreal Paris uses feedback to shape a website overhaul
    6. Blacks Outdoor Retail Group greatly increases response rates and response to feedback time
  4. Market Forecasts
    1. Forecast methodology
    2. Customer insights & feedback CX software, global market forecasts
      1. Geographic segmentation
      2. Market segmentation
      3. Product offering segmentation
      4. Industry segmentation
    3. Recommendations
    4. Conclusions
  5. Acronym and Abbreviation List
  6. Table of Contents
  7. Table of Figures
  8. Appendix
    1. Scope of study
    2. Sources and methodology
    3. Forecast methodology
    4. Copyright notice

Charts

  • Customer Insights & Feedback Software and Services Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • CE Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • CX Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • Customer Insights & Feedback Services Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Application Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Platform Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, North America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, North America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Europe: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Europe: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Asia Pacific: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Asia Pacific: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Latin America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Latin America: 2019-2026
  • CX/CE Personalization & Optimization Software and Services Revenue by Industry, Latin America: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Latin America: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Latin America: 2019-2026
  • Contact Center CX/CE Platform Revenue by Industry, Middle East & Africa: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Latin America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Middle East & Africa: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Middle East & Africa:
    2019-2026

Tables

  • Customer Insights & Feedback Software and Services Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • CE Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • CX Customer Insights & Feedback Software and Services Revenue by Industry, World Markets: 2019-2026
  • Customer Insights & Feedback Services Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Application Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Platform Revenue by Region, World Markets: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, North America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, North America: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, North America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Europe: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Europe: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Europe: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Asia Pacific: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Asia Pacific: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Asia Pacific: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Latin America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Latin America: 2019-2026
  • CX/CE Personalization & Optimization Software and Services Revenue by Industry, Latin America: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Latin America: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Latin America: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Latin America: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Function, Middle East & Africa: 2019-2026
  • Customer Insights & Feedback Software and Services Revenue by Product Offering, Middle East & Africa: 2019-2026
  • CX/CE Customer Insights & Feedback Software and Services Revenue by Industry, Middle East & Africa: 2019-2026
  • CX/CE Customer Insights & Feedback Services Revenue by Industry, Middle East & Africa: 2019-2026
  • CX/CE Customer Insights & Feedback Application Revenue by Industry, Middle East & Africa: 2019-2026
  • CX/CE Customer Insights & Feedback Platform Revenue by Industry, Middle East & Africa: 2019-2026
  • CX/CE Industry Groups and Definitions: World Markets

Figures

  • Insights & Feedback Chain
  • CX Benchmark Metrics + Feedback/Survey Types
  • Customer Data Sources, Technologies, and End Users
  • Feedback Channel Popularity
  • Video and Audio Feedback Examples
  • Response to Feedback Can Create Advocates and Detractors
  • Use Cases & Benefits for Customer Insights & Feedback
  • Companies Need More Than Survey-Based Systems
  • Selected Customer Insights & Feedback Merger and Acquisition Activity

Report Details

  • Price: Register or Login to View
  • Pages: 41
  • Charts, Tables, and Figures: 84
  • Publication Date: 2Q 2022
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