Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

ECXO

AUGUST 19, 2024

Data-Driven Decision Making : Experiments provide valuable data on actual customer behavior, leading to more accurate and effective CX strategies. Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Adopt an Agile Approach : Implement agile methods for rapid testing, learning, and iteration.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

SEPTEMBER 17, 2024

As a matter of fact, 56% of customer service leaders said they plan to invest more into their customer journey, which would be a first-time investment for 45% of them. These investments highlight how crucial the customer journey is to a great customer experience and creating lifelong customer relationships.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

JANUARY 9, 2024

Given these various interpretations, we can define the B2B customer experience as the cumulative impact of all interactions and experiences between your business and your business customers, at every touch point across the entire customer journey. What are Some B2B Customer Experience Examples? Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

OCTOBER 27, 2024

Net Revenue Retention (NRR): Expanding Growth from Within Net Revenue Retention (NRR) goes beyond simply retaining customers; it tracks how much revenue is retained and expanded within the existing customer base. Let me know your thoughts and if I missed anything, and connect with me here.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Ecrion

FEBRUARY 20, 2020

Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. What is a Customer Journey Map?

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

delighted

JANUARY 7, 2021

Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . What is a customer journey map?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journeys NPS 218

ECXO

DECEMBER 25, 2024

Break time: The European Customer Experience Organization (ECXO) Wishes You a Season of Light and Joy! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BlueOcean

APRIL 1, 2025

Leveraging data to understand your customer helps to cut through the noise. We need to do full analysis on their behaviors, their preferences, their pain points, and use that analysis to design thoughtful customer journeys. If you understand the customer journey you are trying to create, you can narrow your technical solution.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

InMoment XI

OCTOBER 24, 2024

When you can engage with customers across different platforms and see where those customers have contacted you and what they have said, you are more equipped to help them with their inquiries. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How have journeys changed since Covid? Higher sales and a more loyal customer base.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ShepHyken

FEBRUARY 26, 2021

The traffic needs to be converted into revenue to continue the prospects on the customer journey. An affiliate marketing funnel can best be described as the route the customer takes before actually purchasing a product. Through a variety of methods, customers can move towards purchasing the core product and generate sales.

Customer Journeys 124

Customer Journeys Engagement Strategy Marketing 124

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 334

Survey Banking NPS Effort Score 334

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Retently

JANUARY 13, 2025

So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Trust us your customers (and your bottom line) will thank you! Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

InMoment XI

FEBRUARY 9, 2024

Automotive brands must ensure consumers have seamless, connected, and personalized experiences across all channels they use. With integrated CX providing a holistic view of the customer base, auto brands can tailor their products, services, and experiences to exactly what their customers want. Consumers expect this.

Automotive 195

Automotive Customer Journeys Chatbots Ecommerce 195

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Gainsight

DECEMBER 18, 2024

Seeing Health in Real Time Customer health is a lot like an icebergwhat you can see above the surface (recent calls, support tickets, etc.) CRMs can log these types of interactions, but they dont connect the dots to reveal the deeper trends that indicate whether a customer is thriving or at risk.

CRM 52

CRM Customer Journeys Sales Customer relationships 52

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI can also deliver recommended messaging based on these predictive customer insights. This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

BlueOcean

JANUARY 22, 2019

Also read this: Customer Journey Mapping in the Contact Center. or: Secrets to Incredible Customer Service with Paul R. Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. The True Cost of Losing a Customer. Let’s talk about how we can help!

Consumers 204

Consumers Trends Customer Experience Strategy 204

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty.

Connections 52

Connections Data Loyalty Consumers 52

Gainsight

JANUARY 8, 2025

When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

Customer Journeys 52

Customer Journeys Net Promoter Score Sales Communication 52

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. For example, different sources may record customer names in different formats.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ShepHyken

FEBRUARY 16, 2025

My Comment: One of my favorite customer experience topics is loyalty programs. The best loyalty programs create connection and can even evoke emotion. Some may call it a fancy word of taking a journey map to the next level. Connect with Shep on LinkedIn. However you see it, its a concept to consider.

Loyalty Programs 80

Loyalty Programs Customer Service Customer Journeys Loyalty 80

GetFeedback

DECEMBER 2, 2019

In the latest “State of the Connected Customer” research by Salesforce , 62% of customers now expect companies to adapt based on their actions and behaviors. By not investing in your customer’s satisfaction, you are risking disappointing more than half of your customer base.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Comm100

OCTOBER 16, 2018

Personalized interactions, accessibility, and invisible transitions from one digital platform to another are what really define amazing customer experiences. Disruptive technology like Artificial Intelligence (AI) chatbots enable businesses to provide 24/7 customer support.

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. How To Provide Personalized Customer Service? Now that we’ve seen personalization is important, what are some best practices for personalized customer service?

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025! Day 2 will dive deeper into AI-powered marketing, customer journey orchestration, and more game-changing innovations. Stay tuned!

Connections 52

Connections Marketing CRM Banking 52

Kayako

AUGUST 7, 2019

The customer experience you offer is influenced by almost everything your business does, from the advertisements and social campaigns you run to the UI and UX offered on your website and in your products. Everything needs to gel together well, and connect to tell a story that the customer can understand and appreciate. .

Customer Experience 222

Customer Experience How To Comparison Customer Journeys 222