Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Leaderboards: Foster a culture of friendly competition to drive performance. The post Best 7 Customer Service Quality Assurance Software for Ecommerce & Retail in 2024 appeared first on Retently.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Omnichannel Accessibility: Centralized customer interactions across touchpoints, ensuring surveys are accessible on any device.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

DCX

DECEMBER 1, 2024

Try these: Mix digital speed with human touch (yes, it's possible) Make your physical spaces worth leaving Netflix for Turn those cold digital touchpoints into actual connections Gen Z Might Save Us All Plot twist The digital natives are getting tired of screens. Let that sink in. Stop the Madness. They're craving real-world experiences.

Fashion 52

Fashion Culture Trends Connections 52

DCX

NOVEMBER 17, 2024

Embrace change: Create a culture where AI is seen as a helper, not a threat. Source NEW from DCX: Train Every Department on Customer-Centricity: How to Make It Real for Them A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

OCTOBER 13, 2024

David Edelman added, “ The companies that will win are those that leverage AI to engage with customers meaningfully at every touchpoint. AI Audio Discussion A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization.

Video 52

Video Customer Centricity Roadmap Course 52

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Asking customers for feedback right after they complete a transaction helps you capture raw and honest thoughts on this key touchpoint.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. Their culture encourages staff to voice their opinions and challenge decisions, fostering transparency and continuous improvement.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 86

e-support Customer Centricity Apparel Leadership 86

ShepHyken

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

Optimove

JANUARY 1, 2025

Then, 2024 was the year GenAI was integrated into marketing automation solutions. However, hyper-personalization isnt just about algorithmsits about understanding the emotional and cultural context of customer interactions. While AI can map touchpoints and optimize engagement, it is marketers who shape the narrative.

Marketing 52

Marketing Omni-Channel Touchpoint Innovation 52

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 85

Self Service Customer Service Airlines Touchpoint 85

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. How to Act: It has to start at the very top, because thats where the culture of an organisation is set.

Trends 62

Trends Net Promoter Score Analysis ROI 62

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. Which idea will you run with first?

Travel 52

Travel Customer Centricity Culture Brands 52

Thematic

APRIL 3, 2025

As of 2024, over 98% of organizations worldwide use cloud services in some capacity, and public cloud service revenue is expected to surpass $526 billion. One real-world example is Atom Bank , which struggled to unify these insights across teams and touchpoints. billion in 2024 to USD 136.7 This shift isn’t slowing down.

Analytics 62

Analytics Trends Marketing Social Media 62

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. My Comment: Let’s wrap up this week’s Top Five roundup with a focus on culture. Here are my top five picks from last week.

Customer Service 75

Customer Service Retail Customer Centricity Trends 75

DCX

FEBRUARY 16, 2025

📌🚀Grab a Copy: A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Source Verizon’s 2024 Consumer Connections Report Why it matters: Technology is reshaping relationships, family life, and daily experiences. Let’s dive in.

Video 52

Video Airlines Travel Connections 52

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

InMoment XI

JULY 1, 2024

The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey. Foster a Data-Driven Culture For predictive analytics to be truly effective, it must be embraced across the organization. Access 03/16/2024. References Forrester.

Analytics 195

Analytics Data Effort Score Social Media 195

SurveySensum

DECEMBER 18, 2024

Here is a study of NPS benchmarks that reveals the average NPS score of different industries in 2024. Source: Retently 2024 NPS Benchmarks for B2B & B2C Analyze and benchmark your NPS with SurveySensums NPS experts and stay ahead of the competition! This is why the Net Promoter Score benchmark by industry becomes important.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Customer Centricity Apparel Leadership 52

DCX

JULY 14, 2024

In this insightful and detailed article, you’ll learn how to create a successful strategy by following seven steps: doing customer research, creating user personas, identifying touchpoints, mapping out the customer journey, implementing tactics, evaluating your progress, and always fine-tuning your approach.

Fashion 52

Fashion Customer Experience Management Touchpoint Customer Centricity 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. .) “Commercial operations are increasingly out of sync with the customer journey they support.” ” Why?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

AUGUST 4, 2024

Struggling to create a customer-centric culture? What to watch: How Chase's Branch Garage concept influences CX strategies in other industries, particularly those balancing physical and digital customer touchpoints.

Contact Center 52

Contact Center Banking Return on Investment Customer Centricity 52

DCX

OCTOBER 13, 2024

David Edelman added, “ The companies that will win are those that leverage AI to engage with customers meaningfully at every touchpoint. AI Audio Discussion A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization.

Video 52

Video Customer Centricity Roadmap Course 52

Optimove

JANUARY 3, 2024

While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. The Big Picture: In this post, we explore 14 strategic imperatives for success in 2025, based on the trends we’re currently seeing in 2024. Cultivate Continuous Learning Encourage a culture of continuous learning within your marketing team.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

SurveySensum

DECEMBER 4, 2024

According to the extensive research done by Satmetrix in 2024, the industry average NPS in financial services is 73. Source: Retently 2024 NPS Benchmarks for B2B & B2C Therefore, a good NPS score in banks and other financial services will be 31 or any number above it. Suggested Read: How to Implement NPS in B2B ?

Banking 52

Banking NPS Financial Net Promoter Score 52