Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. 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 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 8, 2024

What is Customer Experience Improvement? Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Retently

NOVEMBER 13, 2024

In 2024, this market is expected to be worth $5.71 trillion in 2024 , marking an 8.4% For example, customers can try on items virtually at home, save their selections, and later see those exact items in-store. AI-Driven Personalization : AI is becoming smarter at understanding customer preferences and recommending products.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

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

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Retently

AUGUST 15, 2024

Actionable Insights : The straightforward nature of CSAT surveys – often asking customers to rate their satisfaction on a scale of 1 to 5 – makes it easy for businesses to interpret the results and take actionable steps to improve customer experience. This makes them suitable for a wide range of scenarios.

Ecommerce 106

Ecommerce Retail Software Brands 106

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 85

Customer Service Government Employee Experience Video 85

SurveySensum

FEBRUARY 2, 2024

And to do that you need to track your customer engagement metrics , using a robust customer feedback tool. Because these metrics serve as the compass guiding your business toward understanding, measuring, and enhancing interactions with your customers. 5 Customer Engagement Metrics to Watch Out for in 2024 1.

Metrics 52

Metrics Customer Engagement Engagement Effort Score 52

Retently

AUGUST 12, 2024

Opt for specialized tools for better customization, detailed insights and improved customer engagement. What is NPS Net Promoter Score is an essential tool for any business that values customer feedback. This flexibility ensures comprehensive feedback collection across various touchpoints.

Ecommerce 79

Ecommerce NPS Retail Software 79

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. that have not reinvented their business model, are still limping along, but with modest engagement.

Loyalty 59

Loyalty Trends Data Marketing 59

BirdEye

JULY 22, 2024

What happens when you blend cutting-edge technology with a relentless focus on customer feedback? We’re thrilled to announce that Birdeye has made waves in G2 Crowd’s Summer 2024 Reports by securing the top spot and winning multiple awards in several categories. Customer advocacy : Happy customers are the best advocates.

Report 59

Report Social Media Healthcare Customer Satisfaction 59

BirdEye

MARCH 6, 2025

An online presence is about how easily potential customers can find, trust, and engage with your business across search engines, social media platforms, and core online directories. Businesses with a higher online presence score tend to rank better in local search results, driving more website traffic and customer engagement.

Tips 85

Tips Tools Social Media Multi-Channel 85

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Is Customer Empowerment the New Customer Engagement? It’s any and every type of interaction.

Self Service 82

Self Service Customer Service Airlines Touchpoint 82

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. What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement.

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. What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

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

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. Influencer marketing campaigns Social proof is a strong, convincing point for customers. Why to invest in car dealership advertising?

Advertising 64

Advertising Automotive Social Media Multi-Channel 64

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

West Monroe

SEPTEMBER 22, 2024

Just back from an electrifying week at Dreamforce 2024 , West Monroe is ready to turn the latest innovations into game-changing value for our clients. Platform unification and customer 360: Seamless personalization Salesforce’s push for platform unification through Customer 360 was a major highlight.

Data 52

Data Customer Experience Analytics Conference 52

DCX

FEBRUARY 16, 2025

The best brands don’t just get customers, they create superfans. Your Move: Find one way to add delight today—whether for a customer, a colleague, or a friend. Source Verizon’s 2024 Consumer Connections Report Why it matters: Technology is reshaping relationships, family life, and daily experiences.

Video 52

Video Airlines Travel Connections 52

ECXO

JANUARY 30, 2024

Ultimately, the key is to create a genuine and emotionally resonant brand narrative that connects with customers on a deeper, more meaningful level. Let’s explore these biological and physiological aspects of the brain The amygdala 2024. Image by Joao Marcelo Novellino Pereira.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

Kustomer

FEBRUARY 6, 2024

Kustomer Kustomer is an omni-channel customer engagement platform that offers enterprise-level organizations a comprehensive view of their customer interactions. With Kustomer, companies can deliver a consistent customer experience across multiple channels and significantly reduce the cost of their customer service operations.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

DCX

AUGUST 18, 2024

Personalization at scale: Leverage AI and data analytics to create one-to-one customer experiences across multiple touchpoints, moving beyond segmentation to true individualization. Safety and integrity: Use data to enhance customer safety and trust while maintaining engaging experiences.

Healthcare 52

Healthcare e-support Banking Financial 52

DCX

AUGUST 18, 2024

Personalization at scale: Leverage AI and data analytics to create one-to-one customer experiences across multiple touchpoints, moving beyond segmentation to true individualization. Safety and integrity: Use data to enhance customer safety and trust while maintaining engaging experiences.

Healthcare 52

Healthcare e-support Banking Financial 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

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

SurveySparrow

FEBRUARY 22, 2024

Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Best Customer Retention Software to Try in 2024 There are different types of tools that help a business in retaining customers. Customer Feedback Tools When it comes to collecting and analyzing customer feedback, these tools play a pivotal role.

Customer Retention 52

Customer Retention Software Gamification e-support 52

DCX

JULY 21, 2024

From AI revolutions to immersive retail experiences, we're exploring how leading brands are pushing the boundaries of customer engagement while keeping the human touch at the core. The bottom line: Nespresso's CEO believes this approach will give the brand "an advantage" over competitors by fostering deeper customer connections.

Retail 52

Retail CRM Chatbots Exercises 52

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. All marketing should start with the customer. 

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

SurveySensum

SEPTEMBER 23, 2024

Key Features: Journey-Based Surveys: Launch surveys specific to touchpoints in the customer journey to collect targeted insights and identify areas that need improvement for each touchpoint. The seasoned professionals help you achieve your business KPIs by simply gathering, understanding, and taking action on relevant feedback!

Tools 52

Tools Customer Experience Omni-Channel Social Media 52

SurveySensum

NOVEMBER 23, 2023

It allows you to measure NPS at any customer touchpoint via any platform or channel like SMS or email. The Qualtrics NPS tool includes their Predict IQ feature, which couples NPS and operational data to predict customer behavior. Features like tagging, segmentation, custom reports, and dashboards.

NPS 52

NPS Net Promoter Score Software Tools 52