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

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

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

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 277

Omni-Channel Multi-Channel Chatbots Touchpoint 277

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Instead, it involves creating open, continuous communication channels that allow companies to truly understand their customers pain points, preferences, and aspirations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

DECEMBER 10, 2024

Live chat has become the gold standard for quick, effective communication, surpassing other channels in response time, accessibility, and personalization. Live chat offers a real-time communication channel that reassures players by providing instant support in high-stakes situations.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Use insights to make meaningful changes, and communicate these improvements to your customers. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys. Let’s break it down.

Survey 120

Survey Ecommerce Feedback Interaction 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. People get what it means and why it’s important. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

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 109

Ecommerce Survey Retail NPS 109

ProProfs Chat

MAY 29, 2020

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are. How to Identify Your Customer Touchpoints. Examples of Customer Touchpoints.

Touchpoint 72

Touchpoint Customer Journeys Social Media Advertising 72

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Survey 96

Survey Analysis Feedback Effort Score 96

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

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

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints. Consider using a timeline or flowchart to illustrate the sequence of events.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. You can think of the model as a snapshot, based on information from multiple touchpoints (this ties into her legal background), of where the customer journey is across different business models — and where it needs to arrive at. Constantly.

Travel 204

Travel Industry Hotels Customer Journeys 204

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

Retently

JULY 8, 2024

This level of detail is possible because you can tie the feedback to specific periods and events, leading to a deeper and more nuanced understanding of customer sentiments and behaviors. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. Utilize current tracking metrics to capture all your customer’s activities and events, both before and after they enter the customer service ecosystem. They take their business elsewhere. Tips for integration include understanding customer context.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

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

GetFeedback

JUNE 22, 2019

We tend to respond very well when others use our name in their communication with us. Any interaction or touchpoint with your customer should be on brand. We like stories that are specific, chock full of details and depicting believable people and events. And there are some very good reasons for doing this. 6: keep it specific.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

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

C3Centricity

NOVEMBER 4, 2020

Most of us have grown up with text communication, but Gen Z, those born after 1996, are more comfortable with voice. The sequence of events that led to the customer’s connection, is just as important as the call to customer services itself. This is where total integration of all touchpoints is vital. CUSTOMER JOURNEY.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

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 114

Customer Success Touchpoint Meeting Interaction 114

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. Here they are!

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

ijgolding

SEPTEMBER 14, 2015

It is not intended to sit alongside events that are of far greater significance. The three key learning’s from the story are as follows: COMMUNICATE – it is not difficult to train your people to tell your customers what you are doing and why. The post NO communication; NO bags; NO rooms; NO wifi!!! you bet they do!

Hotels 120

Hotels Communication Customer Experience Travel 120

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

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

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

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

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up.

Brands 52

Brands Management Social Media Gamification 52

CloudCherry

FEBRUARY 28, 2018

Build Open and Honest Relationships with Communication. It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today. Embrace and Drive Change. Create Fun and A Little Weirdness. Be Adventurous, Creative, and Open-Minded. Pursue Growth and Learning.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Reducing refunds.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

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

Experience Investigators by 360Connext

APRIL 13, 2021

In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools. As a thank you for participating, we’d like to (send you swag/offer you a gift card/invite you to a special event.). It is quick and easy!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

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