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

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). Customer engagement marketing happens when a company uses personalized messaging to move their audience through a sales cycle — changing a lead into a customer and nurturing current customers to become more brand loyal. ” Engaging customers improves CX.

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

Totango

FEBRUARY 28, 2020

Creating a strong customer engagement strategy makes sure every interaction delivers that value. At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. Register today !

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

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. Neither will work without the other.

B2B 367

B2B Brands Innovation Government 367

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

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. 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.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

BlueOcean

JULY 16, 2019

A shared understanding of slang as well as tone of voice are also key to your agents being able to deliver an amazing customer experience. Sports, music, movies, and even current events – these cultural touchpoints are shared across the US and Canada. You’ll share cultural similarities.

Contact Center 174

Contact Center Sports Culture ROI 174

Lumoa

JULY 21, 2022

This results in a transparent relationship where customers feel heard and appreciated, ultimately establishing a positive environment where each interaction delivers value. . The telecommunications industry is not known for its high-quality customer service. This is a red flag because these customers have several touchpoints.

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

GetFeedback

MAY 22, 2018

One of the top benefits of transactional surveys is they are sent right after a customer engages with your brand. This could be after they spoke to a customer service representative, after they purchased a product, or after they visited your website. Thus, covering all bases of collecting customer data.

How To 150

How To Survey Touchpoint Feedback 150

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. 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. billion active users worldwide.

Customer Success 114

Customer Success Touchpoint Meeting Interaction 114

BirdEye

MARCH 6, 2025

An online presence is about how easily potential customers can find, trust, and engage with your business across search engines, social media platforms, and core online directories. Businesses that frequently update their Google Business Profile posts have a higher engagement rate than inactive profiles.

Tips 85

Tips Tools Social Media Multi-Channel 85

CSM Magazine

FEBRUARY 8, 2022

Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

ImprintCX Articles

JUNE 12, 2023

In his recent blog post, Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer , ImprintCX advisor Joseph Michelli explores the role customer engagement (as opposed to customer satisfaction) plays in predicting and driving repeat business and referrals.

Customer Engagement 52

Customer Engagement Engagement Call Center Customer Journeys 52

CSM Magazine

AUGUST 21, 2023

Customer engagement has become one of the most critical success factors for retailers looking to drive sales, loyalty, and overall business growth. However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task.

Retail 52

Retail Customer Engagement Engagement Social Media 52

Pointillist

FEBRUARY 19, 2018

Salespeople, call center agents and employees in other customer-facing roles cannot be expected to understand a customer’s entire history and derive their own insights from it in real time. Automated systems cannot be hand-programmed with rules to handle every conceivable customer history. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

Optimove

FEBRUARY 23, 2025

Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. At Optimove, our mission has always been clear : empower marketers to build deep, lasting relationships with their customers. For the most sophisticated brands, that analogy still holds.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. Event participation.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

Customer service is no exception to this new reality. The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

BirdEye

FEBRUARY 27, 2025

It’s essential to differentiate between two types of restaurant leads: B2B leads : These are partnerships with companies or events that can bring business clients to your restaurant. For example: Catering for corporate events. Both types are crucial for growth and require tailored lead-generation programs to ensure success.

Tips 52

Tips Social Media Multi-Channel Connections 52

BirdEye

FEBRUARY 27, 2025

It’s essential to differentiate between two types of restaurant leads: B2B leads : These are partnerships with companies or events that can bring business clients to your restaurant. For example: Catering for corporate events. Both types are crucial for growth and require tailored lead-generation programs to ensure success.

Tips 52

Tips Social Media Multi-Channel Connections 52

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

CSM Magazine

FEBRUARY 24, 2022

Customer engagement is one of the most challenging aspects that marketers need to perfect to increase sales and build lasting relationships with their audiences. You will need to convince your customers to choose your brand over your competition and recommend your products to family and friends. Study The Customer Journey.

Customer Engagement 10

Customer Engagement Sales Engagement Innovation 10

ShepHyken

NOVEMBER 1, 2019

A properly mapped customer journey must reveal the following: Customer’s motivation: The motif of a customer behind interacting with your business. Multiple touchpoints: The actions a user takes while interacting with the company. Why businesses need Customer Journey Mapping?

Customer Journeys 88

Customer Journeys Customer Experience How To Touchpoint 88

SurveySparrow

NOVEMBER 28, 2019

are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. Needless to say, the knowledge and experience procured from these events help you climb a step closer to growth and success. Here are the much-awaited customer experience conferences of 2020.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. If you’re talking about developing a customer journey and automation touchpoints, start with the internal stuff and work out some of the bugs. What does that workflow look like?

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Optimove

FEBRUARY 12, 2025

Year-round: Engage with ad-hoc campaigns tied to special events like birthdays or early bird promotions. Learn more about automated customer retention here. #6. Measure, Test, and Adapt Customer retention strategies must be data-driven.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Totango

JULY 31, 2020

There are four ways to speed up the process of onboarding and make sure your customers have a gratifying, successful experience. They are: Use Customer Goals and Objectives to Personalize Onboarding. Reduce Friction and Other Engagement Barriers. Right Touchpoint, Right Time. Reduce Friction and Other Engagement Barriers.

Hospitality 127

Hospitality e-support Healthcare Touchpoint 127

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. Contact us to start a living customer journey map.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Totango

JUNE 15, 2022

You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies. And Totango’s composable customer success platform provides all of this and much more.

Self Service 102

Self Service Customer Journeys Touchpoint Analytics 102