CUSTOMER EXPERIENCE

CROSS-INDUSTRY

CUSTOMER EXPERIENCE

The Customer Experience practice provides clients with ongoing insights that are focused on helping financial institutions and insurers implement, manage, and improve customer experiences. The practice is centered around the three pillars of customer experience, which include behavioral analytics (what customers do), voice of the customer (what customers think), and industry research (what the competition is doing).

The Current State of CX Strategy: Three Governing Themes for Approaching CX

Aite-Novarica Group Customer Experience Research Council

Free, moderated, knowledge-sharing network for qualified CX professionals

Services

Our Customer Experience practice clients receive:

  • Access to our research covering market and technology trends, benchmarks and frameworks, vendor comparisons, and more
  • Unlimited access to our expert team for personal consultations, discussions of research, and explorations of related topics
  • A dedicated account manager to facilitate access and ensure regular dialogue and prompt responses

Core Coverage Areas

Aite-Novarica Group’s expertise includes:

  • CX vendor landscape and trends
  • CX capabilities assessment
  • Customer portal 100 capabilities
  • Digital experience assessment
  • CX leading practices inventory
  • Voice of customer
  • Digital analytics and KPI framework
  • Martech competitive benchmarking
  • Customer journey mapping
  • Customer management framework
  • Customer analytics strategy

Research Council

The Aite-Novarica Customer Experience Research Council is a free, moderated, knowledge-sharing group for all stakeholders focused on improving the customer experience at an organization. Council members regularly participate in research studies on critical topics to share insights and expertise on key investment areas. They receive complimentary copies of all research they contribute to. For more on this, check out a detailed information sheet here: PDF icon Aite-Novarica Group Customer Experience Research Council

Qualified and interested in joining the Customer Experience Research Council? Fill out a brief form here.

RESEARCH

Our research within the Customer Experience practice

BLOGS

Our insights on topics that matter

UPCOMING EVENTS

Upcoming Customer Experience events

UPCOMING WEBINARS

Upcoming Customer Experience webinars

PAST WEBINARS

Recordings of our past Customer Experience webinars

CX RESEARCH COUNCIL

Express interest in joining our free, moderated, knowledge-sharing group for CX professionals by filling out this brief form

MEET OUR CUSTOMER EXPERIENCE EXPERTS

Director, Customer Experience Practice
Areas of Expertise: Advertising and Media Strategy, Consumer and Market Research, Customer Data Platforms, Customer Relationship Management (CRM), Customer Segmentation, Digital Analytics, Journey Mapping, MarTech, Voice of Customer
Strategic Advisor
Areas of Expertise: Client Engagement and Reporting, Consumer and Market Research, Customer Onboarding, Customer Segmentation, CX Benchmarking, Digital Analytics, Digital Transformation, Journey Management, Omnichannel CX, Performance Monitoring, Voice of Customer
Senior Associate
Areas of Expertise: Chatbot/Voice Assistant Technology, Cloud, Customer Engagement and CCM, Digital Analytics, Natural Language Processing
Associate
Areas of Expertise: Data and Analytics, Insurance/Independent Broker-Dealers, Internet of Things, Machine Learning and AI, Policy Administration Systems, Regulations

HOW CAN WE HELP?

If you have a question specific to your industry, speak with our experts.  Call us today to learn about the benefits of becoming a client.

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