How LinkedIn uses agile insight
With “Members First” as a core value, LinkedIn needed a way to have an ongoing, two-way conversation with its members. Adding seven insight communities to its research toolkit has revolutionized the way LinkedIn does research. LinkedIn can now gather agile insight to keep pace with the speed of product development decisions from idea generation to design to in-market feedback, rather than going on gut or waiting for the results from slower approaches. For example, the insight communities were heavily leveraged in the recent redesign of the LinkedIn desktop experience.
How POLITICO leverages audience insight
Politico, a Washington, D.C-based global news and information company, is this year’s New Community Visionary winner. Its community of influencers includes high-ranking government officials and C-suite executives. Previously, the company could answer Who, What, Where, When and How, but were missing the Why. Pairing the Sparq platform with analytics from other data sources gives Politico an understanding of what makes influencers tick, helping it to anticipate audience needs and improve strategy, content and advertising partner relationships.
Closing the reality gap between the C-suite and customer experience
Most executives today claim that customer experience (CX) is a top goal for their business, but Forrester’s research shows that companies aren’t making meaningful improvements in this area. At Summit, Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries.
How Priority Health increased its Customer Experience Index
Priority Health, Michigan’s second largest health plan, with nearly 800,000 members, wins the Customer Experience Visionary Award. Its community helps it to develop innovative products and programs and to improve communications, which engages people more in their health care. In one recent case, the company used feedback from its community to rework a critical customer communication piece in a single day. Priority Health has seen increases in its Customer Experience Index as it uses its community to pinpoint touchpoints along the member journey to improve. Without the actionable, timely and targeted data from its community, this wouldn’t be possible.
[Forrester Report] A $1.2 trillion opportunity: The rise of insight-driven businesses
Get this complimentary Forrester report to find out how companies like Alaska Airlines, The Washington Post and Google have created a culture and business infrastructure that enables agile insight.
[Forrester Report] The US Customer Experience Index, 2017
According to an annual report from Forrester, CX scores in all 21 industries in the U.S. fell or remained flat between 2016 and 2017. The time to bridge the CX leadership gap is now—and your company could lead the way.