Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ECXO

JULY 8, 2024

Map Customer Journeys: Visualize the end-to-end customer journey to identify touchpoints and pain points where users may struggle or disengage (McKinsey). Utilize Data Analytics: Leverage data analytics to track user interactions and identify patterns that can inform design improvements (Forrester).

e-support 156

e-support Financial Case Study User Experience 156

Kitewheel

DECEMBER 18, 2019

Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The customer journey matters because the customer experience matters. Brands Will Move from CX Measurement to Journey Measurement.

Customer Journeys 52

Customer Journeys Measurement Metrics Customers 52

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Mobile Analytics & Engagement. People Maps. Gainsight PX. Available now.

Effort Score 75

Effort Score Analytics Report Engagement 75

Lumoa

SEPTEMBER 30, 2022

This, in turn, allows you to build better products and features designed to meet your customers’ biggest needs, all while making timely adjustments that produce better results. . Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

Kitewheel

JULY 15, 2019

Customer journeys are a complex subject. They’ve also changed dramatically in the past few years as the market for journey management has evolved. While many businesses have matured in their customer journey orchestration efforts over time, many businesses are still struggling to decide where to begin.

Customer Journeys 40

Customer Journeys Metrics Effort Score Customers 40

Oracle

JANUARY 30, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Modern CX 2019? A Look Ahead: The Future of Customer Experience and B2C Marketing.

Marketing 45

Marketing Customer Experience B2C Conference 45

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved.

ROI 122

ROI Tips Customer Journeys Metrics 122

Optimove

AUGUST 12, 2021

This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. “Optimove has raised its game across nearly every CCCM criterion since it appeared in our 2019 edition of this evaluation,” stated the Forrester report. At the Edge of a Forward-Moving Industry.

Management 98

Management CRM Telecommunications Report 98

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Custom calculations to align analytics to the business.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

West Monroe

JUNE 16, 2022

The journey for life science organizations to address and accelerate patient centricity is important—but also complex. These elements serve as the bedrock of understanding, measurement, and transparency as it relates to the patient journey. But none of that works without effective measurement.

Healthcare 52

Healthcare Customer Journeys Analytics Call Center 52

West Monroe

JUNE 16, 2022

The journey for life science organizations to address and accelerate patient centricity is important—but also complex. Data and analytics. These elements serve as the bedrock of understanding, measurement, and transparency as it relates to the patient journey. Data & analytics: The importance of measurement.

Healthcare 52

Healthcare Customer Journeys Analytics Call Center 52

SurveySparrow

APRIL 18, 2019

Imagine assigning a companion to each of your customer for their complete customer journey. Too eager to see the top chatbots in 2019? Here in this article, find our list for the top 10 chatbots to look out for in 2019. Your usage will be measured against the requests processed. Jump to the list.

Chatbots 76

Chatbots e-support Entertainment Hospitality 76

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investing in customer experience means creating ways for customers to STAY customers longer. Higher retention rates and lower customer churn. On average, it can mean their customers are seven times more likely to stay with them! Do you know your Customer’s Lifetime Value? But how do we know these numbers?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

West Monroe

JUNE 16, 2022

The journey for life science organizations to address and accelerate patient centricity is important—but also complex. These elements serve as the bedrock of understanding, measurement, and transparency as it relates to the patient journey. But none of that works without effective measurement.

Healthcare 40

Healthcare Customer Journeys Analytics Call Center 40

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Pointillist

FEBRUARY 19, 2019

Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead. Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross.

Customer Experience 40

Customer Experience Multi-Channel Analytics Customer Journeys 40

NetBase

JANUARY 14, 2020

The results are thanks to a few key ingredients, revealed using social analytics! 19, 2019. . The chicken sandwich wars of 2019 make the comparison inevitable. Takeaway #2: Make the Most of Your Analytics. Identify opportunities throughout the customer journey to increase engagement and improve satisfaction.

Comparison 67

Comparison Advertising Analytics Social Media 67

Kerry Bodine

JANUARY 11, 2019

I hope they inspire your work for 2019 and beyond! Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. Number 9: How To Map All The Variations In Your Customers’ Journeys.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. What’s more satisfying than reporting an “uptick” in a stagnant measurement? But as leaders brag about how their Net Promoter Score (NPS) moved up.05%,

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. It solely measured the NPS, based on its feedback surveys. 4 reasons email is on the rise in 2019.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Optimove

DECEMBER 8, 2021

It was a Gartner press release from 2019 which claimed that “event-triggered and realtime marketing will have the biggest impact on marketing activities in the next five years.”. Measure each individual campaign based on the unique business KPI it is meant to impact (so, in other words, have the courage the measure the right things ).

CRM 52

CRM Marketing Competitive Advantage Fashion 52

DemandJump

DECEMBER 7, 2020

From 2017 to 2019, marketing spending in the U.S. Instead, media attribution is about tracking the customer’s path to discovery of your brand across multiple channels, pieces of content, and perhaps even multiple devices they own. In fact, different marketing campaigns may benefit from being measured using different models.

Multi-Channel 59

Multi-Channel Social Media Advertising Touchpoint 59

Kerry Bodine

JANUARY 10, 2019

I hope they inspire your work for 2019 and beyond! Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. Number 9: How To Map All The Variations In Your Customers’ Journeys.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Eptica

MARCH 6, 2019

Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Published on: March 06, 2019. Author: Pascal Gauvrit - CTO Across the globe and in every sector, customer expectations are rising. Earn Your Customers’ Trust, And Loyalty Will Follow.

Resources 65

Resources Customer Service Social Media Consumers 65

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

inQuba

OCTOBER 13, 2020

AI can provide a sense of predictability to customer behaviour in these changing times. This, in turn, means we can use customer data to inform next best actions in a way that is personalised and contextual. From journey discovery to orchestration. The process starts with the discovery of real customer journeys.

Competitive Advantage 52

Competitive Advantage Customers Data Financial 52

inQuba

OCTOBER 13, 2020

AI can provide a sense of predictability to customer behaviour in these changing times. This, in turn, means we can use customer data to inform next best actions in a way that is personalised and contextual. From journey discovery to orchestration. The process starts with the discovery of real customer journeys.

Competitive Advantage 52

Competitive Advantage Customers Data Financial 52

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89