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. To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Comm100

DECEMBER 10, 2024

They connected Comm100 Live Chat to their CRM, enabling their agents to get detailed information about each player, including their spending patterns, before engaging them. Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. As such, I hold a special place in my heart for NPS and the people that created it. To get the full picture, you also need to understand actual customer behavior.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

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

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Build trust and loyalty – showing that you care about someone’s first interaction can make them feel valued, which fosters a stronger connection.

Survey 120

Survey Ecommerce Feedback Interaction 120

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Retently Dashboard 2.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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

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

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

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. CX leaders are already powered by connected data and capabilities to do this in real-time. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

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

NICE inContact

AUGUST 25, 2016

This demands an agile and frictionless CX environment that connects and automates existing and new applications across the ecosystem – allowing iterative and real-time process design without ripping and replacing existing systems. SpiceCSM also allows you to automate processes that are high-volume and have multiple application touchpoints.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

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

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

CSM Magazine

FEBRUARY 6, 2025

Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Builds Emotional Connections When a customer uses branded merchandise that resonates with them personally, it strengthens the emotional bond with your business.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

CSM Magazine

MARCH 14, 2025

This isnt just about collecting dataits about acting on it instantly to create meaningful connections. Some brands are offering loyalty currency that customers can redeem on experiences, exclusive events, or even charitable donations. Exclusive events are another powerful tool for building fandoms.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Conference 78

Conference Strategy Sales Social Media 78

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! Humans long to connect.

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! Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Customer Bliss

APRIL 4, 2017

As a native of Louisiana, Sonya is no stranger to hospitality – her passion for outstanding Customer service drives her to make personal connections to live out the genuine Southwest brand to our 50,000 plus employees. They also tapped into life events — births, deaths, graduations, etc. Staying connected.

Airlines 204

Airlines Hospitality Leadership Connections 204

Optimove

OCTOBER 29, 2024

Opti-X’s AI-powered recommendation models achieve this by delivering the right content to each customer at every digital touchpoint, including apps, websites, and marketing channels. Opti-X enables brands to deliver campaign messages at optimal moments, driving higher conversion rates.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

Lumoa

NOVEMBER 21, 2023

Managing your customer experience with Lumoa Here’s how you can manage your customer experience with Lumoa- Get an overview of your customer journey: Lumoa’s dashboard helps you get a quick and easy overview and manage different customer journeys, touchpoints, and data sets in real-time.

Analysis 195

Analysis Feedback Social Media Chatbots 195

AskNicely

SEPTEMBER 12, 2015

We’ve made it super simple to connect AskNicely and Salesforce to automate your Net Promoter program from end-to-end. See real time leaderboards showing NPS by customer touchpoint, channel, team, agent and case. Connect Salesforce and AskNicely in minutes. NPS surveys can be automatically triggered in two ways: 1.

NPS 150

NPS Survey Groups Report 150

ECXO

JUNE 20, 2023

Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. Neither will work without the other. Your purpose should be the north star that guides your customers and employees experience. Let’s first look at your CX. Be consistent. Remember to first take a step back.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

APRIL 13, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! 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. I love talking to customers!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

C3Centricity

NOVEMBER 4, 2020

AI is already proving to be of great value in following and analysing customer service connections. 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

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

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. To ensure every touchpoint is golden, you must: 1. Stay Updated with Trends: Keep an eye on the latest trends in customer experience, technology, and consumer behavior.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

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

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

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

InMoment XI

FEBRUARY 29, 2024

Often referred to as NAP High-quality images and videos to your Google Business Profile Local content that caters towards local interests, events, and news Positive sentiments in customer reviews While this is not an exhaustive list, this gives you an idea of some of the most important local SEO ranking factors.

Tips 195

Tips Strategy Case Study Social Media 195

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Qualtrics stands out for its analytics and reporting tools.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Retently

NOVEMBER 13, 2024

Whether it’s choosing the perfect dress for a special event or the right pair of sunglasses, VFRs help customers visualize how they’ll look before they click “buy”. Connected Shopping Experience Across Channels VFRs enable a connected shopping journey that blends the best of digital and in-store experiences.

Ecommerce 144

Ecommerce Retail Social Media Technology 144