Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. Don’t fool yourself!

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

ECXO

JANUARY 25, 2022

He has extensive expertise in customer relationship management, customer decisions, and self-learning. He also worked in business process management, customer journey management, and enterprise resource planning. Share this event: If you want to get in touch with Ray Garber, he is on LinkedIn.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

ECXO

AUGUST 15, 2023

As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement. So the question becomes, if we can make digital twins of machines, can we make them for customers too, and what are the possibilities?

Customer Journeys 294

Customer Journeys Analytics Data Brands 294

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

CSM Magazine

MARCH 4, 2025

Showcasing on April 16th & 17th at Las Vegas Convention center , this event promises to present cutting edge solutions and strategies that enhance customer experience and engagement. What Awaits You at The Customer Connect Expo? You will find everything you need to elevate your operations and delight your customers.

Connections 52

Connections Innovation Customer Centricity Customers 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 103

Customer Engagement Engagement Tips Strategy 103

Calabrio

MARCH 11, 2025

Struggling to understand your customers most common concerns? Missing key parts of the customer journey? These closed loops help create a culture where feedback is seen as a continuous, collaborative process , not a once-a-month event. After all, as they say, its proper preparation that prevents poor performance.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

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. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Need a speaker for your corporate event or conference? Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. Training, online events and webinars.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Totango

AUGUST 8, 2021

Build a Customer Community. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding. Create a Cross-Functional Customer Journey Team.

Software 118

Software Customer Engagement Customer Success Engagement 118

ECXO

JUNE 20, 2023

The research highlighted three trends that are shaping B2B CMO planning. · Addressing changing buyer behaviours · Implementing a purpose-driven brand · Focussing on post-sale customer engagement Shifting strategy – on purpose Research from Deloitte echoed the Forrester findings. Be consistent.

B2B 367

B2B Brands Innovation Government 367

ECXO

AUGUST 2, 2023

About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience in building innovative technologies for enterprises. He has extensive expertise in customer relationship management, customer decisions, and self-learning. Why should you attend?

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

eglobalis

MARCH 30, 2025

Some B2B software firms have even developed predictive algorithms that estimate a customers NPS score based on their product usage and support tickets, obviating the need to actually send the NPS survey every time. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 312

Survey Banking NPS Effort Score 312

Totango

SEPTEMBER 22, 2020

Build a Customer Community. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software. By fueling all of the above strategies with accurate and timely customer information, you can turn customer engagement, renewal , and growth into practical, repeatable, and achievable goals.

Customer Engagement 102

Customer Engagement Engagement Strategy Effort Score 102

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Experience Investigators by 360Connext

MARCH 23, 2021

Create a customer advocacy program to continuously engage and reward customers who share their feedback and refer others. Look for opportunities to proactively include those customers in special events , behind-the-scenes access, or early product reviews. Defining what you aren’t more than what you are.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Comm100

JULY 6, 2021

Compare this conversational style with a static webform that you’d traditionally collect leads with, and you recognize just how much more engaging a task bot is. The more engaging, the more likely the prospect will provide their information and convert into a lead. Comm100 Task Bot can also be used for meeting bookings.

Chatbots 264

Chatbots Sales eBook Resources 264

Totango

OCTOBER 1, 2019

The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Escalation. Onboarding.

Customer Journeys 81

Customer Journeys Voice of Customer Customers Metrics 81

Calabrio

JUNE 30, 2020

That’s why I’m so excited about Calabrio’s new partnership with UJET, where we’ve combined UJET’s modern customer support capabilities with Calabrio’s leading workforce and customer engagement solutions. Together, we’re creating a more digital experience for customers, one that’s also human-centric and empathetic.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

InMoment XI

OCTOBER 29, 2024

So, if a competitor somehow offers an even smoother customer journey , they can be swayed even if it means they’ll have to spend more. Freebie-loyal customers are drawn to your free offerings. For example, if your cafe offers free WiFi, you’ll attract many of these customers. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Experience Investigators by 360Connext

APRIL 10, 2015

If PR and marketing teams are included in understanding the customer experience, just think of the magic that can happen! Shonali provides plenty of wisdom around how publicity stunts, as we know them, shouldn’t be standalone events but should be part of the bigger communications campaign and strategy.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Engagement: It’s Dynamic! I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Joshua Robitaille, Customer Success Program Manager.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. You can set up the Onboard New Customers SuccessBLOC to reach out to customers proactively offering tips or assistance.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Education Services Group

APRIL 21, 2021

According to TSIA’s The State of Customer Success 2020 , operationalizing the customer journey is one of the six key elements of scaling CS. TSIA has identified three critical capabilities for operationalizing Customer Success. CS Journey Map. If you have a journey map, you do!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

ECXO

MARCH 21, 2023

Customer experience has always been at the heart of Eytan’s career and his passions, from his proven track record in international Customer Engagement projects to his work as a business consultant supporting clients in their digital transformation journey.

Chief Customer Officer 156

Chief Customer Officer B2B Consulting Innovation 156

Totango

SEPTEMBER 12, 2019

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. Plus, you can use it to improve standardized processes and better serve customers in the future. Onboarding.

Customer Journeys 70

Customer Journeys How To Customer relationships Data 70

Experience Investigators by 360Connext

JULY 2, 2019

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users.

Customer Journeys 110

Customer Journeys Social Media Groups Fashion 110

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

inQuba

NOVEMBER 19, 2024

These wins highlight inQuba’s innovative approach to journey management and its unwavering commitment to driving meaningful customer engagement and business transformation. This recognition underscores inQuba’s commitment to innovation, data-driven excellence, and transformative customer engagement.

Insurance 52

Insurance Innovation Customer Journeys Analytics 52

Optimove

MARCH 6, 2025

By leveraging predictive analytics, brands are powered to deliver tailored product recommendations, content, and offers at scalealigned with each customers preferences and customer journey stage. Engaging customers with hyper-relevant messaging at the right moment, on their preferred channel, maximizes growth and loyalty. #2.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. What Is Customer Engagement? Types of Customer Engagement Models.

Customer Engagement 72

Customer Engagement Engagement How To Resources 72

Optimove

MARCH 19, 2025

Harnessing the Power of Babylon: How MyHeritage Scaled Multi-Language Campaigns Globally Yinon Glasner (MyHeritage) revealed how Optimoves localization integration enabled MyHeritage to execute personalized campaigns across 25+ languages, solving the challenge of global customer engagement. Stay tuned!

Connections 52

Connections Marketing CRM Banking 52

CSM Magazine

MARCH 14, 2025

Offering flexible, personalized optionslike discounts on favorite products or novel experienceskeeps them engaged. 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

CX Journey

OCTOBER 23, 2014

According to Investopedia , an inflection point is: An event that results in a significant change in the progress of a company, industry, sector, economy or geopolitical situation. They go on to explain that: Andy Grove, Intel''s co-founder, described a strategic inflection point as " an event that changes the way we think and act."

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Where Does the Data Come From? Hint: More Than Just Tickets!)

Report 90

Report How To Effort Score NPS 90