Click here to close now.


Agile Computing Authors: Philippe Abdoulaye, Tim Hinds, Flint Brenton, David Dodd, Liz McMillan

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: )


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.


"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

Follow QuestBack on Twitter | Facebook | Friends of Feedback Blog

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


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 Everything is re-shaping technology trends–moving away from “request/response” architecture to an “always-on” Streaming Web where data is in constant motion and secure, reliable communication is an absolute necessity. As more and more THINGS go online, the challenges that developers will need to address will only increase exponentially. In his session at @ThingsExpo, Todd Greene, Founder & CEO of PubNub, exploreed the current state of IoT connectivity and review key trends and technology requirements that will drive the Internet of Things from hype to reality.
Two weeks ago (November 3-5), I attended the Cloud Expo Silicon Valley as a speaker, where I presented on the security and privacy due diligence requirements for cloud solutions. Cloud security is a topical issue for every CIO, CISO, and technology buyer. Decision-makers are always looking for insights on how to mitigate the security risks of implementing and using cloud solutions. Based on the presentation topics covered at the conference, as well as the general discussions heard between sessions, I wanted to share some of my observations on emerging trends. As cyber security serves as a fou...
Continuous processes around the development and deployment of applications are both impacted by -- and a benefit to -- the Internet of Things trend. To help better understand the relationship between DevOps and a plethora of new end-devices and data please welcome Gary Gruver, consultant, author and a former IT executive who has led many large-scale IT transformation projects, and John Jeremiah, Technology Evangelist at Hewlett Packard Enterprise (HPE), on Twitter at @j_jeremiah. The discussion is moderated by me, Dana Gardner, Principal Analyst at Interarbor Solutions.
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
With all the incredible momentum behind the Internet of Things (IoT) industry, it is easy to forget that not a single CEO wakes up and wonders if “my IoT is broken.” What they wonder is if they are making the right decisions to do all they can to increase revenue, decrease costs, and improve customer experience – effectively the same challenges they have always had in growing their business. The exciting thing about the IoT industry is now these decisions can be better, faster, and smarter. Now all corporate assets – people, objects, and spaces – can share information about themselves and thei...
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound effect on the world, and what should we expect to see over the next couple of years.
Discussions of cloud computing have evolved in recent years from a focus on specific types of cloud, to a world of hybrid cloud, and to a world dominated by the APIs that make today's multi-cloud environments and hybrid clouds possible. In this Power Panel at 17th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the importance of customers being able to use the specific technologies they need, through environments and ecosystems that expose their APIs to make true change and transformation possible.
Growth hacking is common for startups to make unheard-of progress in building their business. Career Hacks can help Geek Girls and those who support them (yes, that's you too, Dad!) to excel in this typically male-dominated world. Get ready to learn the facts: Is there a bias against women in the tech / developer communities? Why are women 50% of the workforce, but hold only 24% of the STEM or IT positions? Some beginnings of what to do about it! In her Day 2 Keynote at 17th Cloud Expo, Sandy Carter, IBM General Manager Cloud Ecosystem and Developers, and a Social Business Evangelist, wil...
PubNub has announced the release of BLOCKS, a set of customizable microservices that give developers a simple way to add code and deploy features for realtime apps.PubNub BLOCKS executes business logic directly on the data streaming through PubNub’s network without splitting it off to an intermediary server controlled by the customer. This revolutionary approach streamlines app development, reduces endpoint-to-endpoint latency, and allows apps to better leverage the enormous scalability of PubNub’s Data Stream Network.
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" in this scenario: microservice A (releases daily) depends on a couple of additions to backend B (re...
I recently attended and was a speaker at the 4th International Internet of @ThingsExpo at the Santa Clara Convention Center. I also had the opportunity to attend this event last year and I wrote a blog from that show talking about how the “Enterprise Impact of IoT” was a key theme of last year’s show. I was curious to see if the same theme would still resonate 365 days later and what, if any, changes I would see in the content presented.
Apps and devices shouldn't stop working when there's limited or no network connectivity. Learn how to bring data stored in a cloud database to the edge of the network (and back again) whenever an Internet connection is available. In his session at 17th Cloud Expo, Ben Perlmutter, a Sales Engineer with IBM Cloudant, demonstrated techniques for replicating cloud databases with devices in order to build offline-first mobile or Internet of Things (IoT) apps that can provide a better, faster user experience, both offline and online. The focus of this talk was on IBM Cloudant, Apache CouchDB, and ...
Container technology is shaping the future of DevOps and it’s also changing the way organizations think about application development. With the rise of mobile applications in the enterprise, businesses are abandoning year-long development cycles and embracing technologies that enable rapid development and continuous deployment of apps. In his session at DevOps Summit, Kurt Collins, Developer Evangelist at, examined how Docker has evolved into a highly effective tool for application delivery by allowing increasingly popular Mobile Backend-as-a-Service (mBaaS) platforms to quickly crea...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York and Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound cha...
Internet of @ThingsExpo, taking place June 7-9, 2016 at Javits Center, New York City and Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 18th International @CloudExpo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
The cloud. Like a comic book superhero, there seems to be no problem it can’t fix or cost it can’t slash. Yet making the transition is not always easy and production environments are still largely on premise. Taking some practical and sensible steps to reduce risk can also help provide a basis for a successful cloud transition. A plethora of surveys from the likes of IDG and Gartner show that more than 70 percent of enterprises have deployed at least one or more cloud application or workload. Yet a closer inspection at the data reveals less than half of these cloud projects involve production...
Cloud computing delivers on-demand resources that provide businesses with flexibility and cost-savings. The challenge in moving workloads to the cloud has been the cost and complexity of ensuring the initial and ongoing security and regulatory (PCI, HIPAA, FFIEC) compliance across private and public clouds. Manual security compliance is slow, prone to human error, and represents over 50% of the cost of managing cloud applications. Determining how to automate cloud security compliance is critical to maintaining positive ROI. Raxak Protect is an automated security compliance SaaS platform and ma...
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
There are over 120 breakout sessions in all, with Keynotes, General Sessions, and Power Panels adding to three days of incredibly rich presentations and content. Join @ThingsExpo conference chair Roger Strukhoff (@IoT2040), June 7-9, 2016 in New York City, for three days of intense 'Internet of Things' discussion and focus, including Big Data's indespensable role in IoT, Smart Grids and Industrial Internet of Things, Wearables and Consumer IoT, as well as (new) IoT's use in Vertical Markets.
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi’s VP Business Development and Engineering, explored the IoT cloud-based platform technologies driving this change including privacy controls, data transparency and integration of real time context with p...