Welcome!

iPhone Authors: Pat Romanski, Elizabeth White, Liz McMillan, Tim Hinds, Carmen Gonzalez

News Feed Item

QuestBack Predicts CMO's Will Crown the Customer as King in 2013

EFM and Social CRM Leader Forecasts that Feedback Will Get Holistic and Mobile Surveys Will Get Augmented and Voice-Activated

BRIDGEPORT, Connecticut, January 14, 2013 /PRNewswire/ --

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM, predicts that brands and marketing organizations will turn to technology to tap into customers more efficiently, effectively and more holistically in 2013. The availability of advanced, user-friendly mobile feedback solutions will make it possible for organizations to connect with their customers when and how they want, enabling them to optimize business value and compete with bigger market players. QuestBack's 2013 outlook forecasts that while quality customer feedback will remain a critical piece of the business strategy, organizations will realize a 360-approach, including employee feedback, will separate the good from the great.

     (Logo: http://photos.prnewswire.com/prnh/20120723/546197 )

 

QuestBack's predictions for 2013:

1. Employee feedback as the business strategy linchpin - A critical focus for organizations will be to incorporate employee feedback into customer satisfaction creating a more customer-centric organization. By linking internal feedback to external customer information sources, organizations will have a clearer view of issues and will be better equipped to identify the root cause and resolve them more quickly. To accomplish this, businesses will seek to link employee feedback to the customer experience. This will manifest itself in two ways; the extension of customer satisfaction KPI's across all lines of business and the deployment of tailored dashboard solutions that pull information from all brand stakeholders and empower quick, efficient reporting from the frontline to the boardroom.


2. Rise of the Chief Experience Officer - The title has been floating around the boardroom table for a few years now, but in 2013 organizations will get serious about getting a Chief Experience Officer on the payroll. As brands face stiffer competition and pressure elevates around consistently delivering coherent and satisfying product and service experiences to customers, businesses will seek ways to align teams, budgets and tear down organizational roadblocks to customer experience success.


3. Market research experiments with the "Siri-effect" - In an effort to capitalize on the 'next big thing' in mobility, marketers will seek to take feedback to the next level via voice-activated surveys. Fresh techniques inspired by Apple's Siri technology will help brands break down the barriers of survey fatigue and get in front of the notoriously tough-to-reach young male and business executive audience.


4. Gamification takes mobile feedback to the next level - Everyone is talking mobile these days, but most are not effectively executing mobile strategies to gather feedback. In 2013, businesses will look to adaptive layouts, with little or no manual intervention, as a way to achieve scalability across devices and platforms. They will strive to support the capabilities of target devices, rather than the other way around. For instance, we'll see a rise in customized graphics, like touch screen-enabled dials, replacing the boring check boxes of years past. This trend towards 'surveytainment' will provide a more entertaining feedback mechanism for customers, thereby increasing response rates.


5. Augmented reality and location-based awareness gain traction  - A critical focus for marketers will be getting to the right audience, at the right time and in the right place. In order to create actionable insight and drive customers to make purchasing decisions, organizations will look to new platforms to connect and innovate. This will include augmented reality, whereby a virtual world is created when customers look through their phone or location-based prompts on nearby deals, surveys and product feedback opportunities.

Quote

"In 2013 we fully expect organizations to face challenges and confusion as they struggle to understand how to cut through the noise and create quality connections with customers. Successful organizations will deploy technology solutions that help them gain a holistic, integrated view of their audience and empower them to get actionable insights on the customer's terms, via mobile, augmented reality, voice-activation, etc., rather than waiting for the customer to come to them." - Oliver Trabert, CTO, QuestBack

About QuestBack

QuestBack is a global leader in enterprise feedback management, customer experience management, Social CRM, and market research solutions. The company's SaaS-based feedback and dialogue solutions enable organizations to gain actionable insights and build stronger relationships with customers and employees. More than 5,000 global customers - including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch - rely on QuestBack to increase customer and employee satisfaction through real-time feedback. Founded in 2000, QuestBack is headquartered in Oslo, Norway and privately held with 19 offices worldwide. For more information, visit http://www.questback.com.

Follow QuestBack on Twitter | Facebook | Friends of Feedback Blog

Media Contact:
Kim Karelis
LEWIS PR
Phone: +1-617-226-8840
Email: [email protected]


SOURCE QuestBack AS

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
The Internet of Things (IoT) promises to evolve the way the world does business; however, understanding how to apply it to your company can be a mystery. Most people struggle with understanding the potential business uses or tend to get caught up in the technology, resulting in solutions that fail to meet even minimum business goals. In his session at @ThingsExpo, Jesse Shiah, CEO / President / Co-Founder of AgilePoint Inc., showed what is needed to leverage the IoT to transform your business. He discussed opportunities and challenges ahead for the IoT from a market and technical point of vie...
IoT is still a vague buzzword for many people. In his session at @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, discussed the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. He also discussed how IoT is perceived by investors and how venture capitalist access this space. Other topics discussed were barriers to success, what is new, what is old, and what the future may hold. Mike Kavis is Vice President & Principal Cloud Architect at Cloud Technology Pa...
The Internet of Things (IoT) is rapidly in the process of breaking from its heretofore relatively obscure enterprise applications (such as plant floor control and supply chain management) and going mainstream into the consumer space. More and more creative folks are interconnecting everyday products such as household items, mobile devices, appliances and cars, and unleashing new and imaginative scenarios. We are seeing a lot of excitement around applications in home automation, personal fitness, and in-car entertainment and this excitement will bleed into other areas. On the commercial side, m...
Dale Kim is the Director of Industry Solutions at MapR. His background includes a variety of technical and management roles at information technology companies. While his experience includes work with relational databases, much of his career pertains to non-relational data in the areas of search, content management, and NoSQL, and includes senior roles in technical marketing, sales engineering, and support engineering. Dale holds an MBA from Santa Clara University, and a BA in Computer Science from the University of California, Berkeley.
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Performance is the intersection of power, agility, control, and choice. If you value performance, and more specifically consistent performance, you need to look beyond simple virtualized compute. Many factors need to be considered to create a truly performant environment. In his General Session at 15th Cloud Expo, Harold Hannon, Sr. Software Architect at SoftLayer, discussed how to take advantage of a multitude of compute options and platform features to make cloud the cornerstone of your online presence.
An entirely new security model is needed for the Internet of Things, or is it? Can we save some old and tested controls for this new and different environment? In his session at @ThingsExpo, New York's at the Javits Center, Davi Ottenheimer, EMC Senior Director of Trust, reviewed hands-on lessons with IoT devices and reveal a new risk balance you might not expect. Davi Ottenheimer, EMC Senior Director of Trust, has more than nineteen years' experience managing global security operations and assessments, including a decade of leading incident response and digital forensics. He is co-author of t...
SYS-CON Media announced that Splunk, a provider of the leading software platform for real-time Operational Intelligence, has launched an ad campaign on Big Data Journal. Splunk software and cloud services enable organizations to search, monitor, analyze and visualize machine-generated big data coming from websites, applications, servers, networks, sensors and mobile devices. The ads focus on delivering ROI - how improved uptime delivered $6M in annual ROI, improving customer operations by mining large volumes of unstructured data, and how data tracking delivers uptime when it matters most.
DevOps Summit 2015 New York, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential.
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, discussed how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money!
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff happens, where data lives and where the interface lies. For instance, it's a mix of architectural styles ...
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
"There is a natural synchronization between the business models, the IoT is there to support ,” explained Brendan O'Brien, Co-founder and Chief Architect of Aria Systems, in this SYS-CON.tv interview at the 15th International Cloud Expo®, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges. In his session at @ThingsExpo, Jeff Kaplan, Managing Director of THINKstrategies, will examine why IT must finally fulfill its role in support of its SBUs or face a new round of...
The BPM world is going through some evolution or changes where traditional business process management solutions really have nowhere to go in terms of development of the road map. In this demo at 15th Cloud Expo, Kyle Hansen, Director of Professional Services at AgilePoint, shows AgilePoint’s unique approach to dealing with this market circumstance by developing a rapid application composition or development framework.

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's platform-as-a-service. The new platform enables developers to build ap...

Advanced Persistent Threats (APTs) are increasing at an unprecedented rate. The threat landscape of today is drastically different than just a few years ago. Attacks are much more organized and sophisticated. They are harder to detect and even harder to anticipate. In the foreseeable future it's going to get a whole lot harder. Everything you know today will change. Keeping up with this changing landscape is already a daunting task. Your organization needs to use the latest tools, methods and expertise to guard against those threats. But will that be enough? In the foreseeable future attacks w...
As enterprises move to all-IP networks and cloud-based applications, communications service providers (CSPs) – facing increased competition from over-the-top providers delivering content via the Internet and independently of CSPs – must be able to offer seamless cloud-based communication and collaboration solutions that can scale for small, midsize, and large enterprises, as well as public sector organizations, in order to keep and grow market share. The latest version of Oracle Communications Unified Communications Suite gives CSPs the capability to do just that. In addition, its integration ...