Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. See how fun it is to connect the CX dots? Ask your employees for examples. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Comm100

FEBRUARY 6, 2023

Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. Customers typically engage with your brand on different touchpoints. You’ll be able to map their customer journey, identify the touchpoints, and provide support whenever they ask.

Financial 245

Financial Trends Self Service Customer Experience 245

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? But that’s where the connection stops.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes. Product roadmaps.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Percentage of Calls Blocked This KPI tracks the proportion of calls that fail to connect because the call center’s capacity is full. The training could include educational resources and role-playing exercises.

Call Center 195

Call Center Metrics Self Service Effort Score 195

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InMoment XI

AUGUST 9, 2024

This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service. Customer journey mapping is a powerful tool to visualize every touchpoint a customer has with your brand. This can be done by creating a customer journey map.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

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 192

Customer Journeys Customer Experience How To Touchpoint 192

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. That’s what leads to connecting with customers in the very best ways.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

ECXO

JUNE 20, 2023

Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. None of the above is a one-off exercise. 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.

B2B 367

B2B Brands Innovation Government 367

CX Journey

JUNE 20, 2017

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer. They tie in nicely to your journey maps and are necessary to begin that exercise. to identify your customer.

Customer Journeys 164

Customer Journeys Exercises Customer relationships B2B 164

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Connect the employee experience to the customer experience in big ways. Related: Three Employee Experience Touchpoints that Impact Customer Experience. See how fun it is to connect the CX dots? This is a great exercise to encourage employees to see exactly how their role delivers for the customer. Wave a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

C3Centricity

FEBRUARY 18, 2019

AI is already proving to be of great value in following and analysing customer service connections. The customer journey that led to the connection, is just as important as the call itself. This is where total integration of all touchpoints is vital. A supervisor can’t listen in or read every exchange, but AI can.

Marketing 222

Marketing Chatbots Self Service Conference 222

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. What do you think?

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Experience Investigators by 360Connext

JUNE 30, 2020

Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. Connection, in all its forms, is still critical. . “ Covid19 crisis has changed the meaning of term accessibility, today accessibility means connectivity. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. Connection, in all its forms, is still critical. . “ Covid19 crisis has changed the meaning of term accessibility, today accessibility means connectivity. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

DCX

FEBRUARY 9, 2025

-Mark This week’s must-read links: Stop Fixing Touchpoints—Fix The Whole Journey One Big Thing: Clearing The Air The Jevons Paradox Enters AI Cigna’s Making Big CX Promises—Will They Deliver? Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship. No contracts.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Connect with Shep on LinkedIn. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more.

Exercises 129

Exercises Touchpoint Customer Service Training Customer Service 129

Clarivate

JULY 7, 2017

Connect Your Silos. One unexpected trend she highlighted was how companies are finding that the process of Journey Mapping can connect silos and launch cross-department communications leading to broader customer awareness, and ultimately better CX. How to Connect Silos.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Fine-tuning your CX elements is a constant exercise. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Experience Investigators by 360Connext

MAY 15, 2024

I have prioritized staying connected and learning everything I can about the technology and systems that impact our experiences. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. “If As a leader in customer success, who’s your friend in the C-suite? We hope so! At Totango Live!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

Horizon CX

JUNE 10, 2022

Different divisions or teams within an organization connect with and affect each other. Customer journey maps encompass all the possible touchpoints customers have with a business such as websites, social channels, contact centers, sales, service, billing, and support. Ideally, they work together toward a goal.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Customer Bliss

APRIL 1, 2016

This moves the work from trying to drive improvement on all the touchpoints to focusing on those that matter most in the lives of customers. Use the customer journey stages to unite your leaders before you jump right into touchpoint mapping. completed connections and touch points. accurate information.

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). If you haven’t yet read our deep dive on what makes each of these tools unique and how Customer Success organizations can leverage both customer journey maps and touchpoint maps for results, I recommend giving it a read.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

PK

APRIL 10, 2020

Connection is everything in moments of crisis. The question on everyone’s mind is, how can retailers navigate the new normal, where the ability to connect is more reliant on digital technology than ever? Working, learning, exercising, all at home, have implications for products and experiences.

Retail 98

Retail Consumers Apparel Exercises 98

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Organizing with touchpoints and stages.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Russel Lolacher

JUNE 15, 2021

this exercise collects customer’s feedback about their experiences with and expectations for your products or services. Milestones, achievements, challenges, anniversaries… all in an effort to to better connect with them and help them. It focuses on customer needs, expectations, understandings, and product improvement. .”

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. If Google is making calls obsolete, what other high-friction touchpoints in your business can be automated for a smoother customer journey? The real winners? But honestly? Just want to say hi?

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Lumoa

SEPTEMBER 30, 2022

The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before. In turn, this will lead to customers migrating to financial institutions that offer such experiences.

Banking 221

Banking Customer Experience Self Service Financial 221

Michel Falcon Experience

OCTOBER 21, 2019

Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. After we’ve outlined each interaction, we start to discuss which touchpoints we’re excelling in and which ones are frustrating our customers and causing pain points for them. Connect with me on Linkedin. Legacy is Crushing You.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Experience Investigators by 360Connext

MAY 19, 2015

Your journey mapping exercise should lead to real action to improve your customer experience. After several years of seeing these types of mistakes, we developed a way to track individual touchpoints that doesn’t require software or designers. It’s difficult to change a beautiful, overly-designed image.

Customer Journeys 110

Customer Journeys Social Media Exercises Software 110

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. This exercise of creating buyer personas is critical. Connect with your existing customer base through surveys and feedback forms. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. This exercise of creating buyer personas is critical. Connect with your existing customer base through surveys and feedback forms. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195