InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. As a result, it is often considered a “board-level” metric.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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

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 59

e-support Customer Centricity Apparel Leadership 59

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. 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. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

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 Trends Culture Connections 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

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

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Now that youre building digital CS processes, its time to implement digital touchpoints as well.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

DCX

NOVEMBER 17, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Why it matters: This talk is your reminder that CX isn’t just about touchpoints—it’s about people. Galloway reminds us that focusing on equity and empathy isn’t just good for society—it’s good business.

Social Media 52

Social Media Leadership Customer Centricity Tips 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

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. This is a checklist to make sure you stay ahead of the curve. All marketing should start with the customer. 

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

Optimove

JANUARY 17, 2024

Through OptiGenie’s AI Insights, AI Creation, and AI Orchestration, you can effortlessly provide high-quality, personalized experiences that captivate your customers at every touchpoint. The journey to acquisition is paved with the loyalty of happy customers, and the roadmap is clear — get to know your customers, every day.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

DCX

JULY 21, 2024

The bottom line: Intuit's success with AI-driven personalization provides a roadmap for CX professionals looking to enhance customer experiences through technology. What's next: As AI technologies evolve, CX pros should anticipate more opportunities to create hyper-personalized, efficient customer journeys across all touchpoints.

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

DCX

JULY 9, 2024

Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint. Micro-Feedback Loops Implement instant, one-question feedback mechanisms at every touchpoint, enabling real-time experience adjustments.

Strategy 52

Strategy Effort Score e-support Self Service 52

CSM Magazine

JUNE 25, 2024

With this new investment, we are committed to accelerating our AI roadmap and redefining the client portal experience,” adding, “We have equipped ourselves to handle the challenges of rapid growth, and continue delivering exceptional value to our clients.” This growth follows another significant milestone for the company.

Sales 52

Sales CRM Roadmap Software 52

CSM Magazine

JULY 7, 2022

In its 2021 Technology Trend report, Gartner predicted that, by 2024, businesses that prioritize a TX strategy will outperform their competitors in the critical customer and employee satisfaction metrics by 25 percent. The first step to laying out the roadmap for where you want your TX to go is assessing where your business stands now.

Brands 59

Brands Strategy Customer Journeys Employee Experience 59

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. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

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. If you’re serious about getting everyone on the same page, this is your roadmap! Those that do will see increased loyalty and lifetime value from their customers.

Video 52

Video Customer Centricity Roadmap Course 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. If you’re serious about getting everyone on the same page, this is your roadmap! Those that do will see increased loyalty and lifetime value from their customers.

Video 52

Video Customer Centricity Roadmap Course 52

DCX

JUNE 25, 2024

This isn't just any time capsule – it's the CX Time Capsule you created back in 2024. Building your time capsule will create a roadmap that your future self will thank you for – a guide to building customer experiences that are not just satisfying, but truly timeless. The ability to create genuine emotional connections.

Travel 52

Travel Customer Experience Roadmap Exercises 52