InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. So, how do you flip the script?

Sales 259

Sales Customer Experience e-support Examples 259

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? So, we folded those 10 steps into the five you’ll find in this post.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

eglobalis

OCTOBER 1, 2024

By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1. A heatmap will show you.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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 6: Do Customer Journeys Drive Your Content Strategy?

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release. Product Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

InMoment XI

JANUARY 2, 2023

Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Because customer experience isn’t just about the customer’s experience in the moment; it’s about how these touchpoints fit into the context of their end-to-end journey with your company. What Is Customer Experience?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Website & Product Analytics: Usage stats reveal behavioral trends. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Retently

OCTOBER 1, 2018

To better visualize it, think of it as a roadmap of the full customer experience. CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

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

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. chatbots, recommendation engines) to customize touchpoints in real time. Trend 4: Emotional Analytics for Deeper CX Insights Whats Happening in 2025? Contact us to unify your CX.

Trends 52

Trends Customer Experience How To Omni-Channel 52

Thematic

MARCH 20, 2025

Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Use Analytics Tools to Process Insights With massive amounts of customer feedback, businesses need AI for themed qualitative analysis to uncover patterns quickly.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Any technology that makes CX poorer has no place on the roadmap. There’s already a significant appetite for AI-enhanced CX.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

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 allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

rethinkCX

JANUARY 27, 2025

Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints. By engaging decision-makers early and offering a clear, results-focused roadmap, organizations can secure the buy-in necessary to implement AI successfully.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

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

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

FEBRUARY 1, 2024

Spotlight is a comprehensive data analytics tool that integrates and analyzes s tructured and unstructured data using advanced Natural Language Processing (NLP) and AI. Spotlight excels in this area using AI-powered, advanced analytics and machine learning algorithms.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. 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.

Feedback 195

Feedback How To Social Media B2C 195

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 6: Do Customer Journeys Drive Your Content Strategy?

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Comm100

JANUARY 14, 2020

In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Create a digital roadmap for your customers’ journey. Break down your key milestones and consider how you can guide your customers through those milestones using your various digital touchpoints and channels.

Omni-Channel 135

Omni-Channel Social Media Average Handle Time Knowledge Base 135

Avaya

APRIL 24, 2017

The not-so-good news is that businesses are still grappling to understand customers’ actions across these various touchpoints. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

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

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Post at optimal engagement times based on audience analytics.

Tips 85

Tips Tools Social Media Multi-Channel 85

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Thematic

MARCH 30, 2025

It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. Common measures include customer satisfaction (via follow-up CSAT surveys), Net Promoter Score (NPS) , customer retention/churn rates, support ticket volume, or usage analytics for a product feature.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Thematic

JANUARY 7, 2025

By automating its processes using sentiment analysis tools, it could personalize every touchpoint. For smaller businesses, a straightforward tool like Zoho Analytics may suffice, while larger organizations need robust capabilities. Multi-channel integration ensures a holistic view of customer sentiment across touchpoints.

Analysis 62

Analysis Social Media How To Effort Score 62