ECXO

MARCH 11, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

InMoment XI

JANUARY 27, 2020

Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th. Join experts Jennifer Passini and Frank Leinweber as they explain how to enhance the value of your customer journey mapping program.

Customer Journeys 195

Customer Journeys Customer Expectations Customers Customer Experience 195

InMoment XI

NOVEMBER 18, 2024

Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. This involves looking at what customers do, such as browsing, purchasing, or abandoning a page, and understanding why they make those choices.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership.

B2B 314

B2B Customer Journeys How To Effort Score 314

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

DECEMBER 3, 2024

It provides a data-driven approach to identifying areas for improvement across the customer journey. As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Kayako

JUNE 9, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. What Is the Purpose of the Customer Journey? As we’ve seen, satisfaction at a single touchpoint in time is not a guarantee of customer loyalty. What Are the Stages of the Customer Journey?

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Your customers are the heroes of their own stories. To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. How to transform the experience by looking at customer journeys 1.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. SHARE ARTICLE.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

ECXO

AUGUST 19, 2024

Refined Customer Journey Mapping : Experimentation is particularly useful for refining customer journey maps. By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

eglobalis

JANUARY 7, 2025

Techniques like shadowing clients or performing customer journey observations are particularly effective in B2B contexts. Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes.

B2B 258

B2B Company Customer Journeys Innovation 258

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

eglobalis

FEBRUARY 24, 2025

AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. Human-Led Decision-Making for Complex Journeys AI supports data analysis, but it cannot navigate intricate stakeholder needs in B2B customer journeys.

B2B 258

B2B Culture Innovation Loyalty 258

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. But it’s not the only way.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

DECEMBER 17, 2024

AI-Powered Personalization: Redefining Customer Journeys AI is revolutionizing customer interactions through personalization at scale. By analysing massive datasets, AI can predict individual customer needs, delivering experiences that feel tailor-made in real-time.

Net Promoter Score 304

Net Promoter Score Effort Score B2B NPS 304

GetFeedback

AUGUST 14, 2019

Involve them; train them; teach them what they need to know about your customers, the customer experience, customer expectations about the experience, and their impact on the experience. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey. Root cause analysis.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

InMoment XI

APRIL 3, 2024

In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

GetFeedback

AUGUST 14, 2019

What messages are you sending about the experience your customers can expect with your brand? What expectations do your customers have? . It’s easy to tell ourselves stories about what we believe our customers expect, but the best way to find out is to listen to what they are sharing. It’s truly a win-win.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. This is where a customer journey map can come in really handy!

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

GetFeedback

SEPTEMBER 13, 2018

Doordash, PG Bank, Athenahealth, and other companies are measuring NPS surveys to help inform changes in customer experience. Define your customers’ expectations from the get-go. Listening to happy customers will give you insight into what you are doing right. Find out why your customers are having a tough time.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. In a period of financial anxiety, customers are looking for institutions they can trust.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

JULY 20, 2021

We need to do better, and we can — by considering gathering customer feedback as part of the overall customer journey. This means respecting the customer enough to carefully consider, design and plan for what, how, and where we listen for feedback. A Customer Listening Assessment Can Help.

Customer Journeys 361

Customer Journeys Social Media Survey Contact Center 361

Experience Investigators by 360Connext

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” What should customer experience strategy include? A holistic view of the customer journey.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

GetFeedback

MAY 9, 2019

If you’re more of a facts person, here are some selling points: Poor customer experience is costing U.S. customers say CX is the key factor in their purchasing decision. ( 95% of customers have taken action as a result of one bad experience. Why do companies struggle to meet customer expectations? companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422