Kerry Bodine

JULY 30, 2017

Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) Journeys—not individual touchpoints—predict business success. Our research has found that journey performance is significantly more strongly linked to economic outcomes than are touchpoints alone.”.

Customer Journeys 244

Customer Journeys Touchpoint Culture Banking 244

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. What type of medium is used.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

GetFeedback

AUGUST 14, 2019

Take a look: Click here to download the PDF version. . CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Click here to download PDF version of the list. . Click here to download PDF version of the list. . Download the Toolkit. Let’s start with internal factors.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. Download your copy now! Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

GetFeedback

AUGUST 14, 2019

Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers. Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

CloudCherry

JANUARY 18, 2018

But great experiences are often the ones that connect with members at an emotional level. –> Identify different touchpoints, be available across all these touchpoints, and start listening to members. DOWNLOAD THE CREDIT UNION E-BOOK! Are members truly delighted along their journey with your Credit Union?

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

Lumoa

JANUARY 9, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. Adam Toporek, Customer Service Expert, Speaker and Author @adamtoporek | blog “The future of customer experience will involve finding ways to use technology to create and maintain positive emotional connections with customers.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Download Now Calls Handled This simple metric counts the total number of calls handled by the call center within a given period. Providing agents with resources and scripts can help manage talk time effectively.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Calabrio

FEBRUARY 16, 2017

Gartner analyst Jake Sorofman states, “marketing often funds these cross-functional CX initiatives, sets the strategy, and designs the desired-state experience itself—and, in many organizations, owns and controls a growing preponderance of customer touchpoints.” Customer-centricity shines a spotlight in the contact center. Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Lumoa

MARCH 20, 2018

According to LivePerson's Connecting with Consumers report , 83% of customers needed some kind of support during their online journey and at the same time Groove mentioned that 82% of customers leave a company because of a bad customer service experience. Download This Guide to NPS for Beginners. using a 0-10 scale. I have a question.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Comm100

DECEMBER 12, 2017

A key point to keep in mind with journey mapping is that the more touchpoints you have, the more complicated the map becomes. A journey map talks about the different questions and feelings that a customer has at each touchpoint. As you can see on the map, there are quite a few different touchpoints, even for this simple example.

Customer Journeys 168

Customer Journeys Customer Experience How To Touchpoint 168

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. How AI is Transforming CDPs Download Now>> 1. Actionable Steps: Identify successful email touchpoints that drive engagement and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction. For more insights on how to benefit from Opti-X, contact us to request a demo.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

Experience Investigators by 360Connext

APRIL 30, 2024

From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. Download your copy now! Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. By showing that you understand and care about each individual, you create a stronger emotional connection. Download our customer experience transformation guide today!

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Marketers are the architects who balance data-driven precision with the nuance of human connection.

Marketing 52

Marketing Omni-Channel Touchpoint Innovation 52

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. In Summary Black Friday and the NFL are merging to create a day of unprecedented opportunity.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Optimove

NOVEMBER 3, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: The Heptagon Awards are back, celebrating the best in CRM marketing. For the first time, the award ceremony will be held live at Optimove Connect 2025, our premier user conference, on March 19-20 in London. CRM Executive of the Year : Laura L.

CRM 52

CRM Conference Touchpoint Loyalty 52

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

Connections 64

Connections CRM Conference Touchpoint 64

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. 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.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

DCX

FEBRUARY 9, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship. What If Your Phone Plan Worked For You?

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Your Next Steps: Taking Action Customer experience involves multiple touchpoints and interactions across various channels and stages of the customer journey. Download Cheat Sheet

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Contact Center 119

Contact Center Chatbots Self Service Touchpoint 119

Retently

NOVEMBER 13, 2024

What’s more, studies show that personalization in ecommerce can boost customer satisfaction by up to 20% and can increase conversion rates by as much as 10%, creating deeper connections between customers and brands. Confidence in Fit and Style Another pain point in online shopping is uncertainty – “Will it fit?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Talkdesk

DECEMBER 10, 2020

Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey. Driving better CX outcomes is challenging. Contact centers are the missing link in transforming CX.

Insurance 135

Insurance Financial Trends Contact Center 135

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Mobile vs desktop retention.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. 75% of business buyers say that connected processes are very important to winning their business. Free Download: Never Miss a VIP White Paper. Download Now.

Social Media 162

Social Media Omni-Channel CRM B2B 162

DCX

MARCH 4, 2025

Learn how to rally every department around customer obsession; click the button below to get started: Download the Free Guide Join the global community of 1,100+ CX trailblazers who receive the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Create spaces for connection.

NPS 52

NPS Metrics Connections Engagement 52

Comm100

MARCH 21, 2022

Best of all, privacy is maintained through automatic masking, and since co-browsing is browser-based, no downloads are required. . Using a digital platform like Comm100 Omnichannel , every digital communication channel is connected through one unified platform. Keep chipping away at siloes .

Government 220

Government Omni-Channel Wait Times CRM 220

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. If your channels aren’t connected, then the live chat agent will have no knowledge of the previous conversation and will inevitably (and unknowingly) ask the customer the same questions they have already given answers to over email.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. If your channels aren’t connected, then the live chat agent will have no knowledge of the previous conversation and will inevitably (and unknowingly) ask the customer the same questions they have already given answers to over email.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

DCX

FEBRUARY 16, 2025

Learn how to rally every department around customer obsession, click the button below to get started: Download the Free Guide Welcome to the DCX roundup of customer experience insights! Source Verizon’s 2024 Consumer Connections Report Why it matters: Technology is reshaping relationships, family life, and daily experiences.

Video 52

Video Airlines Travel Connections 52