Comm100

OCTOBER 24, 2023

One area where the industry has witnessed a dramatic transformation is in player support and communication. Enter omnichannel communication. Understanding Omnichannel Communication in Gaming To those unfamiliar with the term, ‘omnichannel’ might sound like just another buzzword. However, its implications are profound.

Omni-Channel 250

Omni-Channel Multi-Channel Chatbots Touchpoint 250

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. Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. That’s exactly what email signature surveys can do! rating with clickable smiley faces.

Feedback 153

Feedback Survey Effort Score Customer Satisfaction 153

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! Frontline employees need strategic communication. Keep an eye out for more great content from XI Forum London in coming weeks, and check out the full post-event wrap up here !

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. Seamlessly log touchpoints with Gmail and Outlook Gmail is the world’s largest email service provider, boasting a whopping 1.8

Customer Success 110

Customer Success Touchpoint Meeting Interaction 110

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. Tailor Your Offerings: Customize your products, services, and communications to meet the specific needs of each segment.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

InMoment XI

OCTOBER 29, 2024

Focus on effective communication. Build a community around your offerings. Customers appreciate ease at every touchpoint of their journey. 94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. Responding is just half of effective communication.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Retently

AUGUST 22, 2024

Transactional NPS is perfect for SaaS and Ecommerce businesses, capturing feedback at crucial touchpoints like trial endings and order deliveries to enhance customer satisfaction. That’s why we highly advise you to leverage Retently’s built-in throttling feature to handle repeat events. Retently’s throttling feature is a big help here.

Survey 78

Survey NPS Ecommerce Touchpoint 78

BirdEye

MAY 28, 2021

Communicating with existing customers is a big part of an Experience Marketing strategy, and we know that you’re currently running a few different campaigns. Another great example is an event we organized recently for our past customers. The campaign was really successful — we set up a red carpet event for these customers in-store.

Touchpoint 64

Touchpoint How To Chatbots Survey 64

Lumoa

NOVEMBER 21, 2023

It helps Starbucks to personalize their communications, marketing, loyalty programs, and even keep a tab of in-store inventory. We help you create cards in your dashboard that represent a specific touchpoint, location, or channel. Lumoa helps you to do it more methodically and fast by creating events.

Analysis 195

Analysis Feedback Social Media Chatbots 195

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

InMoment XI

OCTOBER 25, 2024

It’s important to deliver a consistently positive customer experience across all touchpoints. Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis. This ensures they’re always prepared to offer top-tier service.

Feedback 195

Feedback Management Social Media ROI 195

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. consider attending the event.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

Comm100

NOVEMBER 15, 2023

In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs. On the other hand, human support provides the essential personal communication that helps make a positive, lasting impression.

Omni-Channel 113

Omni-Channel Engagement Touchpoint Entertainment 113

Retently

OCTOBER 23, 2024

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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Ecommerce 139

Ecommerce Survey Retail NPS 139

Ecrion

JUNE 3, 2019

No matter the size of your company or the industry that you work within, you know that frequent, straightforward communication with your customers is the most important part of customer service. Improved customer communications can boost not just your brand’s reputation, but also your profits. Translation?

Communication 73

Communication Customer Journeys Strategy Omni-Channel 73

ECXO

AUGUST 26, 2024

Social Engagement : This state supports social behaviors such as making eye contact, listening, and communicating. Clear communication and accessible customer support options are also essential in maintaining trust in digital environments. This continuous exposure heightens perceptions of danger and erodes feelings of safety.

Social Media 156

Social Media Government Connections System 156

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. Implement chatbots for immediate responses and streamline customer communication. Consider incorporating interactive elements or entertainment to make the events more engaging.

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

JULY 1, 2024

Put simply: it involves analyzing current and historical data to make predictions about future events or trends. As mentioned earlier, predictive analytics is focused on forecasting future events, trends, or behaviors based on historical data.

Analytics 195

Analytics Data Effort Score Social Media 195

InMoment XI

MARCH 11, 2024

A communication feedback loop works by customers communicating with a business, the business analyzing the feedback, and then acting on it. This is so vital because your customers interact with your business in different ways, and you need to be able to communicate with them effectively regardless of the channel they are on.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. About DAZN DAZN is a global leader in providing live and on-demand sports streaming services.

Sports 52

Sports CRM Case Study Communication 52

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. About DAZN DAZN is a global leader in providing live and on-demand sports streaming services.

Sports 52

Sports CRM Case Study Communication 52

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! We can always plan on that.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! We can always plan on that.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

ECXO

JUNE 20, 2023

How do your leaders kick start the process of communicating the renewed purpose. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. Communicate, and activate, your purpose with authenticity and integrity. It’s hard work changing culture.

B2B 367

B2B Brands Innovation Government 367

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. Still, NPS is quite popular in executive circles because it’s easy to understand and communicate the concept of increasing advocacy. CSAT and CES are touchpoint surveys. It’s a short-term satisfaction metric for customer experience.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? These are all ways you can communicate internally and externally on-the-go.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? These are all ways you can communicate internally and externally on-the-go.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

Totango

FEBRUARY 23, 2022

You can communicate these best practices to your team and train them on how to use these practices in interactions with customers. Identifying customer interaction touchpoints. Flagging events that require action. Identify Customer Interaction Touchpoints. Flag Events that Require Action. Describing your customers.

Customer Journeys 114

Customer Journeys Touchpoint Software Customers 114

Lumoa

JULY 21, 2022

In the telecom context, customer experience management is the practice of creating a seamless and efficient ecosystem that’s conducive to communication between client and provider. The idea is to create a consistently positive experience for customers, regardless of the communication channel. . Customer Loyalty and Retention.

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

CXApp

JUNE 26, 2018

Primarily, public events tend to be standalone in that they are meant to be one big push. Sometimes, however, it’s necessary to create additional sub-events or experiences that serve as part of the overarching journey. Usually, you see embedded events associated with complex marketing strategies. billion in income.

Multi-Channel 40

Multi-Channel Conference Course Video 40

CXApp

JUNE 26, 2018

Primarily, public events tend to be standalone in that they are meant to be one big push. Sometimes, however, it’s necessary to create additional sub-events or experiences that serve as part of the overarching journey. Usually, you see embedded events associated with complex marketing strategies. billion in income.

Multi-Channel 40

Multi-Channel Conference Course Video 40

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. Visualization : A key purpose of journey maps is to illustrate the customer journey and the touchpoints at each stage so your team can quickly review and understand the journey.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

ChurnZero

APRIL 22, 2022

When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Be at your customer’s side with In-App Communications. Imagine being able to personally recognize each one of your customers—in the moment and in your product—every time they complete a milestone or significant event.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. That’s right.

Connections 160

Connections B2B Fashion Touchpoint 160

Gainsight

JUNE 27, 2023

Now, as we reflect on the event, we are excited to share with you the five impactful takeaways that emerged from this insightful gathering of industry leaders. Our CxO Community Rocks One of the standout aspects of the CxO Summit is the opportunity to engage with a special community of CS leaders.

ROI 52

ROI Return on Investment Touchpoint Leadership 52