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

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home. Book a free demo of Thematic and see how it turns raw feedback into actionable insight—instantly.

Customer Insights 62

Customer Insights Data Analytics How To 62

SurveySparrow

AUGUST 30, 2023

Are you skimming through the next set of books to add to your reading list? Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! (As Why Read the Best Customer Experience Books? Firstly, let’s see why we must read customer experience books.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

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

Michelli Experience

JULY 25, 2017

In the context of working with leaders at Mercedes-Benz and writing my book Driven to Delight – Delivering World Class Experience the Mercedes-Benz Way , I witnessed first-hand the trust-building power of crafting a vision for the desired future state. Every touchpoint in the brand will be examined and refined.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial. The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Thematic

APRIL 1, 2025

Book free guided trial of Thematic 3. Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? A typical customer journey looks like this: Under each phase, list touchpoints (e.g., Importantly, break down data silos. and decide how to fix it.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The real winners? No fluff, no filler—just proven tips to get everyone on the same page.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Thematic

JANUARY 7, 2025

By automating its processes using sentiment analysis tools, it could personalize every touchpoint. Book free guided trial of Thematic Aspect-Based Sentiment Analysis Aspect-based sentiment analysis (ABSA) takes sentiment analysis a step further by identifying not just how customers feel but "what they feel about."

Analysis 62

Analysis Social Media How To Effort Score 62

Alida

NOVEMBER 8, 2017

What’s on your roadmap for customer initiatives at Vision Critical? My hope is to improve on the strong foundation that has already been laid by sewing together the customer touchpoints and transitions to ensure a seamless customer experience. Which books or other resources (podcasts, conferences etc.)

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

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 Culture Trends Connections 52

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. The following visual of the model is fully explained in the book, and I’ll break down the key ideas below.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

DCX

JANUARY 19, 2025

Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Wouldn’t that kind of CX make you want to book your next flight?

Travel 52

Travel Customer Centricity Culture Brands 52

Wootric CX Blog

MARCH 15, 2020

Improve customer experience at customer journey touchpoints. Through this customer advocacy program, his customers learn from each other, get a first look at new product features, and provide valuable insights for the DocuSign product development roadmap. Book a consultative demo today. We’re all in this together.

Company 125

Company e-support How To Chief Customer Officer 125

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. 28 1 Personalisation and hyperpersonalisation are as old the dinosaurs. The journey is anything but linear.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

DCX

JANUARY 28, 2025

Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. Prompt 2: "What emotional needs and motivations might customers bring to [specific touchpoint or interaction], such as security, excitement, or relief?" —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Thematic

MARCH 30, 2025

It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. Book free guided trial of Thematic 4. This shared approach helps prevent teams from working in isolation, ensuring that improvements aren’t limited to one department's perspective.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

DCX

SEPTEMBER 29, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Download the Free Guide Design's Accountability Crisis The new book by Manuel Lima challenges designers to consider long-term consequences of their work. Let me know if you have any questions or need any further assistance. Mark www.marklevy.co

e-support 86

e-support Customer Centricity Apparel Leadership 86

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. Be sure to include the “how” in your roadmap in addition to the “what.” What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Strategy Roadmap How To 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. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

Chattermill

JUNE 3, 2019

Your customer experience data needs to be actionable enough to change engineering and product roadmaps across an organisation. Today, touchpoints—and data sources—have multiplied exponentially to include mobile apps, call centers, kiosks, all kinds of social media, and pretty much anytime anyone ever interacts with a screen.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. Download now 3.

Social Media 52

Social Media Roadmap e-support Video 52

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . Book a consultative demo today. So many companies seem to ask for feedback and then don’t seem to do anything with it. Ask a relevant question.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Thematic

JUNE 4, 2024

Consider touchpoints like onboarding, renewals, loyalty programs, etc., show emerging issue of booking process 2023 in Nova TV) Use Thematic Answers to get more context on the emerging issue. "What "What is the emerging issue on booking process in 2023?" Book a demo to see how. not just core transactions.

Customer Experience 62

Customer Experience Customer Journeys Effort Score Multi-Channel 62

PK

JULY 15, 2019

In addition to the strength of the loyalty platform capabilities, attention must be paid to how well that platform integrates with the full martech stack and provides future flexibility as your technology evolves to support a program roadmap. This means applying best-practice disciplines and process to the loyalty feature set and roadmap.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

DCX

JULY 9, 2024

Example: An airline develops an AI system that predicts potential travel disruptions based on historical data, current bookings, and weather forecasts. Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint. Mark www.marklevy.co

Strategy 52

Strategy Effort Score e-support Self Service 52

DCX

SEPTEMBER 29, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Download the Free Guide Design's Accountability Crisis The new book by Manuel Lima challenges designers to consider long-term consequences of their work. Let me know if you have any questions or need any further assistance. Mark www.marklevy.co

e-support 52

e-support Customer Centricity Apparel Leadership 52

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Book free guided trial of Thematic 4. Strong feedback loops for customer experience help businesses refine their offerings and enhance satisfaction at every touchpoint. Best Ways to Close the Loop Send email updates – A simple "We heard you!"

Feedback 62

Feedback Social Media Analysis Survey 62

DCX

JULY 2, 2024

Think about the last time you were deep into a great book and had to put it down mid-chapter. What new touchpoints could this create? Consider implementing "closure experiences" at key touchpoints to resolve lingering questions or concerns. How can you extend that feeling to other touchpoints? Mark www.marklevy.co

Customer Journeys 52

Customer Journeys Touchpoint Loyalty Programs Exercises 52

Wootric CX Blog

AUGUST 31, 2020

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. . This role determines the best way to collect, analyze, and act on Voice of the Customer data at key touchpoints across the customer journey. . Let’s find out.

Management 52

Management Customer Journeys Effort Score Touchpoint 52

Currency Alliance

JANUARY 18, 2021

Other than the number of rooms booked, how much do hoteliers know about their guests? Investigating possibilities now and defining a roadmap will allow all stakeholders to sleep better as we enter this rapidly-changing future and heightened competition. How much must they know by 2025 to not become a commodity?

Hospitality 52

Hospitality Loyalty Industry Hotels 52

SurveySparrow

SEPTEMBER 29, 2023

Read More: 10 Best Customer Experience Books of All Time Why is a Customer Experience Workshop Important? A well-executed workshop helps you identify unique strategies and customer touchpoints that differentiate your brand from the competition. Highlight touchpoints, support channels, and employee interactions.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Each touchpoint—from discovery to purchase and beyond—reveals valuable insights. Give your teams instant insights and answers , and book a demo today.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

CustomerSuccessBox

MAY 17, 2021

This analysis will help you to update processes, product roadmaps, and other practices across functions to improve the current system and get a grip on unexplained churn. The List signals could be usage frequency, last login, due invoice, NPS, last touchpoint, key feature usage, manual input such as CSM risk score, and more.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Thematic

MAY 19, 2022

Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need. One game-changing system that product ops managers can (and should!)

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

DCX

SEPTEMBER 22, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! The bottom line: By the end of 100 days, new CX leaders should have established regular stakeholder touchpoints, mapped customer journeys, launched quick win projects, and outlined a long-term CX transformation strategy. Mark www.marklevy.co

Sports 52

Sports Social Media Roadmap Feedback 52