Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Leverage and emphasize community engagement.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. Firms don’t tend to hire people who are multi-disciplinary with strong CX or even data analytics skills. People who have an understanding of CX and data analytics skills. These are usually transactional touchpoints where the client is contact.

Consulting 286

Consulting Competitive Advantage Culture Touchpoint 286

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To do this effectively, you’ll need a journey analytics platform to aggregate data across multiple channels — and this data aggregation is incredibly powerful.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To do this effectively, you’ll need a journey analytics platform to aggregate data across multiple channels — and this data aggregation is incredibly powerful.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Lumoa

NOVEMBER 21, 2023

Accuracy: For processing the feedback data and making judgments based on it, AI tools help reduce human errors and oversights delivering accurate analytics. Therefore, the most optimal analytics solution is to merge machine learning and human intelligence. Lumoa’s analytics is built on top of this philosophy.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. GetFeedback’s Text Analytics filters keywords by sentiment, frequency, and trending terms, allowing you to take action on valuable feedback. Event Feedback. Net Promoter Score Surveys.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Retently

JULY 8, 2024

It requires robust data management systems and analytical tools to ensure you can effectively interpret and act on the feedback. This level of detail is possible because you can tie the feedback to specific periods and events, leading to a deeper and more nuanced understanding of customer sentiments and behaviors.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

CloudCherry

MARCH 3, 2019

Within their portal, they zeroed in on seven major life events (having a child, going on bereavement leave, etc.). They prioritized these events because they gleaned that if these events aren’t handled well, they can change the employee/employer relationship forever.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. The data confirms that service-related problems are a critical touchpoint. Utilize current tracking metrics to capture all your customer’s activities and events, both before and after they enter the customer service ecosystem.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Unless you find ways to connect to your audience, on their terms, across every touchpoint. It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. It’s important to deliver a consistently positive customer experience across all touchpoints. This ensures they’re always prepared to offer top-tier service.

Feedback 195

Feedback Management Social Media ROI 195

ECXO

AUGUST 21, 2024

They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction. Leverage Data and Analytics In the realm of CX, data is your most valuable asset. 2. Analyzing Patterns: Use advanced analytics to identify patterns and trends.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Conference 78

Conference Strategy Sales Social Media 78

InMoment XI

FEBRUARY 29, 2024

Often referred to as NAP High-quality images and videos to your Google Business Profile Local content that caters towards local interests, events, and news Positive sentiments in customer reviews While this is not an exhaustive list, this gives you an idea of some of the most important local SEO ranking factors.

Tips 195

Tips Strategy Case Study Social Media 195

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? For example: website optimization, content marketing, and digital analytics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customers appreciate ease at every touchpoint of their journey. With the award-winning InMoment AI, you can then capture analytical insights from the feedback.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. Here they are!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Kerry Bodine

JANUARY 10, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. Personalization Leverage data analytics and customer insights to personalize the online shopping experience. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

AskNicely

SEPTEMBER 12, 2015

See real time leaderboards showing NPS by customer touchpoint, channel, team, agent and case. You can create workflows to trigger a survey after any event in Salesforce. segment, event, agent, account rep) can be added to further customize the survey content and support analytics in AskNicely (like leaderboards).

NPS 150

NPS Survey Groups Report 150

ECXO

JUNE 20, 2023

Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. Neither will work without the other. Your purpose should be the north star that guides your customers and employees experience. Let’s first look at your CX. Be consistent. Remember to first take a step back.

B2B 360

B2B Brands Innovation Government 360

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Unless you find ways to connect to your audience, on their terms, across every touchpoint. It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 85

Social Media Analytics Tools Marketing 85

Pointillist

MARCH 22, 2018

5 steps to find better upsell and cross-sell opportunities using journey analytics. 5 Steps to Find Better Upsell and Cross-sell Opportunities Using Journey Analytics. It is necessary to have an omnichannel view of the customer throughout the journey, over time and across multiple touchpoints. Are they the same?

Analytics 71

Analytics Customer Journeys Hotels B2B 71

GetFeedback

SEPTEMBER 24, 2018

For many consumers, content is the first touchpoint they have with a brand and can strongly influence their purchasing. Implement user surveys after important events are completed on your website. Use behavior-based analytics: What people say and what they do are usually different. Lastly, make your website mobile-friendly.

Social Media 170

Social Media Comparison Consumers Omni-Channel 170

Pointillist

FEBRUARY 19, 2018

Delivering a coherent experience across all enterprise touchpoints requires finding patterns across an overwhelming number of data points. AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. This is prime stomping ground for AI. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics? Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Experience Investigators by 360Connext

APRIL 13, 2021

In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools. Shout out to Analytics & Insights Matter , our official partner for such research.). It is quick and easy!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

Experience Investigators by 360Connext

JANUARY 12, 2021

Those might include: Key value points , like software demos or customer events. Who better to help you design this than those who interact with customers at that very touchpoint? The slightly longer answer: It depends on your organization, your customer, the touchpoint, and many other variables.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Gainsight

MARCH 18, 2019

While there are many solutions in the market that offer either these product analytics components or the in-app engagement and feedback components, there are few that are able to successfully provide both. These moments are happening in your product regularly, but without a product analytics tool that can pick up on them, they go unsolved.

Analytics 58

Analytics Tools Touchpoint B2C 58

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128