Thematic

APRIL 1, 2025

Only when you put them together do you see the full picture of your customer experience. Book free guided trial of Thematic 3. Segmenting Customers for Deeper Insights Not all customers are alike, which means a one-size-fits-all analysis might gloss over important details. Because context matters.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

ijgolding

SEPTEMBER 13, 2018

I am delighted to share that we now have a solution: It is called MapTrack.One and consists of an industry best-practice based 3-year roadmap for the introduction of a CX program in large organisations. So, the roadmap was hard work to create, but it was done. My book, ‘Customer What? – Enjoy the read!!

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

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

DCX

JANUARY 5, 2025

Welcome to the roundup of customer experience insights! We’re diving into the practical steps to fix broken journey maps, exploring how luxury brands tap into emotions, and uncovering the tech secret retailers swear by to keep customers happy. 😉 Is Your Journey Map Doing Its Job?

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. It was a technique that even surprised the renowned social psychologist Robert Cialdini who has written books about the psychology of influence. Want to know what that technique is?

Roadmap 123

Roadmap Sales Airlines Case Study 123

GetFeedback

JULY 19, 2019

When received, your customers are going out of their way to tell you what they like, or where you fall short. I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” They’re giving you a roadmap to fix whatever it is that ails your business.

Data 262

Data How To Social Media Effort Score 262

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here are the book links.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

DCX

NOVEMBER 10, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! When teams collaborate, you get a more unified experience that customers actually enjoy.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Why it matters for CX professionals Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience. What makes this book stand out?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Calabrio

MARCH 22, 2025

These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Customer Effort Score (CES): Measures the ease of a customer’s experience. Lower CES scores indicate a smoother customer journey.

Contact Center 130

Contact Center Management Strategy Call Center 130

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

ECXO

NOVEMBER 16, 2023

By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises. We need to take a step back for a minute and analyse how all of these solutions address our customer needs. Any technology that makes CX poorer has no place on the roadmap. I highly recommend it.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

DCX

JANUARY 28, 2025

Maybe customers rave about your helpful support team but complain about long wait times. Map It Out: Lay out your customer journey and find the rough spots. Mapping the journey lets you see things from their perspective, not yours. Or they love your product but find your onboarding process clunky.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 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. Involve your product team or your customer experience team! You can then know what matters to different customer segments without them having to tell you. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

CX Accelerator

JUNE 19, 2018

Observe the actual customer journey Gain empathy for your customers by seeing first-hand how your customers interact with your products or services. When they struggle or fail at a certain point in the customer journey, you’ll empathize with them and want to fix those pain points.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

DCX

OCTOBER 20, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! But here's the catch—if customers don't trust it, they'll bail. .”

Video 52

Video Chatbots Customer Centricity Trends 52

InMoment XI

APRIL 3, 2024

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. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

DCX

OCTOBER 20, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! But here's the catch—if customers don't trust it, they'll bail. .”

Video 52

Video Chatbots Customer Centricity Trends 52

Thematic

FEBRUARY 24, 2025

Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. Churn Analysis – Predict when and why customers leave.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Analytics 62

Analytics Social Media Banking Analysis 62

Gainsight

DECEMBER 27, 2019

“While user behavior may not be solely affected by a product’s capabilities, the establishment of product metrics should be used in conjunction with existing business KPIs (Key Performance Indicators)… This data unifies business operations and is used as a force multiplier for each team’s impact on the customer journey. “.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Thematic

MARCH 30, 2025

Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. Instead of acting on gut feel, they now act on clear, quantifiable insights—leading to faster iteration, better alignment, and features customers actually want.

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

JANUARY 7, 2025

Be honest—does your company’s CX strategy actually help customers, or is it just something to impress the higher-ups? You run some surveys, build a fancy dashboard, and maybe even map out a customer journey. But let’s get real—does any of that fix what’s broken for your customers?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

DCX

FEBRUARY 2, 2025

Find those small, frustrating moments in your customer journey and eliminate them before they push customers away. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? The key takeaway? No more waiting on hold—just let the AI do the work.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

DCX

JANUARY 14, 2025

Customer Journey Mapping What AI Can Do: AI tracks customer behavior across channels and flags pain points in the journey. Whether you’re brainstorming campaigns or crafting a unique customer journey, this is where you shine. That’s how you stay indispensable.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. You need a CCO doing the duct tape work and keeping everyone focused on the customer.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

InMoment XI

OCTOBER 3, 2024

However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Streamline Appointment Scheduling Over 60% of patients prefer to book appointments via digital channels such as online, on an app, or through email.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. How do you navigate your customers’ product desires with the product team’s roadmap initiatives?

Customer Success 103

Customer Success Management How To Leadership 103

Wootric CX Blog

MARCH 15, 2020

Here’s a quick guide on how to automate closing the loop on customer feedback. Improve customer experience at customer journey touchpoints. To get serious about retention, consider asking for feedback at critical SaaS journey points–after onboarding, support interactions, and during product/feature use.

Company 125

Company e-support How To Chief Customer Officer 125

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Data is at the core of any customer experience strategy. Renewing your CX vows begins with the basics.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

DCX

NOVEMBER 24, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Customers expect experiences that feel like they’re tailored just for them.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. On average, it takes between two and three years to build and optimize a fully mature digital customer success program.

Customer Success 52

Customer Success Strategy Roadmap How To 52

ECXO

DECEMBER 20, 2023

In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. Sales teams are also equipped with real-time contextual information to inform interactions at all stages of the customer journey.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Thematic

MARCH 30, 2025

It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. How to Collaborate on Feedback How to collaborate on feedback: Create a shared channel: Use a collaborative tool (like Slack or a project board) dedicated to customer feedback.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Thematic

JUNE 4, 2024

Ask customers to rate the ease of completing specific tasks and finding information within their customer journey. Most importantly, open-ended questions that invite customers to elaborate on their frustrations or suggest improvements should be included. Journey mapping tools range from simple to complex.

Customer Experience 62

Customer Experience Customer Journeys Effort Score Multi-Channel 62