SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

ECXO

JULY 29, 2024

Customer Surveys : Fundamental for gathering direct feedback. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

SEPTEMBER 19, 2024

So their end-to-end customer experience was a positive one because they felt their issue was resolved. End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Experience Investigators by 360Connext

APRIL 11, 2023

As an example, when you ask people what they want from a bank, they often say things like ‘security’ but they really want convenience. Today’s assumption is that if you are a reputable bank, there is good security. So what’s the definition of a “quality” customer experience for these banking customers?

Customer Journeys 162

Customer Journeys Banking B2B Customers 162

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

InMoment XI

OCTOBER 14, 2024

Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey. The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights. Carefully Think About the Order of Questions.

Survey 195

Survey How To Hospitality Feedback 195

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. They help define customer journeys and emotions.

How To 195

How To Self Service Banking Customer Satisfaction 195

InMoment XI

NOVEMBER 15, 2023

A low CES indicates a smoother customer experience, while a high score signals potential areas of friction. Consider a mobile banking app that recently updated its user interface. By implementing CES surveys following the update, the app can quickly identify if customers find the new design intuitive and user-friendly.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journeys 50

Customer Journeys Insurance Hotels Healthcare 50

SurveySensum

MARCH 5, 2025

Customer Journey Analysis A customers journey isnt limited to just one interaction – it spans across multiple touchpoints. With SurveySensum intelligent call center text analytics you can track and analyze the entire customer journey to identify: Sticking points where customers frequently drop off.

Call Center 52

Call Center Analytics Contact Center Analysis 52

CX Centric

JANUARY 4, 2021

They look for value and are willing to switch providers Open banking regulations, making it easier for customers to switch. 1) Simple reports: Top 3 customer insights for the week per channel Information is key. What is the average waiting time for customers who contact you by phone?

Financial 98

Financial Technology Banking Customer Centricity 98

Pointillist

FEBRUARY 19, 2018

Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. Real-time Insights Delivery. Customers expect a unified experience and are disappointed – and vocal – when companies fail to deliver.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 150

Customer Experience Customer Centricity Net Promoter Score Customers 150

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Focus on Local SEO.

Connections 50

Connections Customer Journeys Healthcare Banking 50

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. consumers to rate their interactions with 294 organizations across 20 industries, including banking.

Banking 36

Banking Industry Customer Experience Customer Journeys 36

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The bank would respond “OK, here are the steps and the timeline.”

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

Bizagi

FEBRUARY 10, 2020

It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. . Or according to Forrester: “How customers perceive their interactions with your company.”.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information.

Financial 52

Financial Insurance Banking Customer Journeys 52

Bizagi

SEPTEMBER 3, 2018

This statistic (taken from Bizagi’s research ) is concerning, especially when considering the competitive pressures in customer experience that financial services firms face. If banks want to retain and attract customers, they have to find a way to keep pace with increasing customer expectations.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Totango

SEPTEMBER 30, 2022

Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives. Over the past 15 years, we have seen dramatic—even seismic—changes in technology.

Tools 95

Tools Customer Success Analytics Technology 95

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Avaya

MARCH 20, 2018

Whether you’re seeing a doctor, setting up a bank account, or applying for a license, your CX journey now extends across far more channels than ever before. For businesses, it’s about real-time analytics of the interaction, using sentiment analysis and artificial intelligence to measure customer behavior in a more genuine way.

Measurement 57

Measurement Technology Government Banking 57

Thematic

OCTOBER 19, 2022

It will tell you which features work well and where you are failing your customers. Summary of banking app reviews, highlighting the need for mobile check deposit. This shows the gaps in the market and trends in customer needs. Banks that nail this feature have the best rating.  

Strategy 71

Strategy Banking Metrics Analysis 71

Bizagi

JANUARY 30, 2019

A joined-up view of your customer is crucial if you want to excel in experience. You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. Take Bizagi customer Old Mutual for example.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

ReviewTrackers

APRIL 20, 2017

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox. ”

Feedback 50

Feedback Banking Customer Journeys Customers 50

Thematic

DECEMBER 12, 2023

It allows businesses to understand the " why " behind customer actions, adding context to customers’ experiences. This data is valuable for identifying pain points in the customer journey. It allows them to meet & exceed customer expectations. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

SurveySensum

APRIL 15, 2025

Zonka Feedback Zonka Feedback is a Voice of Customer Survey tool designed for businesses of all sizes to collect customer feedback at every touchpoint. It enables you to collect customer insights about their thoughts, expectations, requirements, and how they perceive the experience you provide them.

Tools 52

Tools Multi-Channel Analysis Analytics 52