Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Analytics 62

Analytics Social Media Banking Analysis 62

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! Here are the five main stages of a customer journey.

Customer Journeys 52

Customer Journeys Touchpoint Roadmap Customers 52

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. They gain a rich visualization of their customer journey enterprise-wide.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Calabrio

APRIL 25, 2017

As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. Savvy contact center leaders are seeking modern solutions to help eliminate data silos and create a comprehensive view of the customer journey. Struggles of the past. Real-time data.

Contact Center 140

Contact Center Social Media Roadmap Report 140

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. dence to own their role in the customer relationship.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

InMoment XI

JANUARY 2, 2023

Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program. What Is Customer Experience? Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Download eBook.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

DCX

JANUARY 28, 2025

Maybe customers rave about your helpful support team but complain about long wait times. Map It Out: Lay out your customer journey and find the rough spots. Mapping the journey lets you see things from their perspective, not yours. Or they love your product but find your onboarding process clunky.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

CX Accelerator

JUNE 19, 2018

Observe the actual customer journey Gain empathy for your customers by seeing first-hand how your customers interact with your products or services. When they struggle or fail at a certain point in the customer journey, you’ll empathize with them and want to fix those pain points.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

DCX

JANUARY 7, 2025

Be honest—does your company’s CX strategy actually help customers, or is it just something to impress the higher-ups? You run some surveys, build a fancy dashboard, and maybe even map out a customer journey. But let’s get real—does any of that fix what’s broken for your customers?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

InMoment XI

DECEMBER 7, 2023

It is an ongoing process that requires attention to customer feedback, continuous improvement, and a commitment to delivering value. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Download Cheat Sheet

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

DCX

OCTOBER 20, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! But here's the catch—if customers don't trust it, they'll bail.

Video 52

Video Chatbots Customer Centricity Trends 52

Thematic

FEBRUARY 24, 2025

Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. Churn Analysis – Predict when and why customers leave.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Why it matters for CX professionals Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022. How far has it come?

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Sending an NPS survey throughout the customer journey. and What is it like to buy from our company?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Thematic

MARCH 30, 2025

Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. Instead of acting on gut feel, they now act on clear, quantifiable insights—leading to faster iteration, better alignment, and features customers actually want.

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

OCTOBER 20, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! But here's the catch—if customers don't trust it, they'll bail.

Video 52

Video Chatbots Customer Centricity Trends 52

Calabrio

APRIL 25, 2017

As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. Savvy contact center leaders are seeking modern solutions to help eliminate data silos and create a comprehensive view of the customer journey. Struggles of the past. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more complex. Savvy contact center leaders are seeking modern solutions to help eliminate data silos and create a comprehensive view of the customer journey. Struggles of the past. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

DCX

JANUARY 14, 2025

Customer Journey Mapping What AI Can Do: AI tracks customer behavior across channels and flags pain points in the journey. Whether you’re brainstorming campaigns or crafting a unique customer journey, this is where you shine. That’s how you stay indispensable.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Gainsight

DECEMBER 27, 2019

“While user behavior may not be solely affected by a product’s capabilities, the establishment of product metrics should be used in conjunction with existing business KPIs (Key Performance Indicators)… This data unifies business operations and is used as a force multiplier for each team’s impact on the customer journey. “.

Roadmap 97

Roadmap Metrics Feedback Conference 97

DCX

FEBRUARY 2, 2025

Find those small, frustrating moments in your customer journey and eliminate them before they push customers away. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? The key takeaway?

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Optimove

SEPTEMBER 25, 2023

By understanding consumer actions both within and beyond physical stores and harnessing the capabilities of Customer Data Platforms (CDPs) seamlessly integrated with a multichannel marketing hub (MMH), brands can orchestrate journeys that resonate deeply with individuals.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

CSM Magazine

OCTOBER 22, 2024

It’s a roadmap for contact centre leaders who are serious about driving improvements during the rest of 2024 and the upcoming 2025 (and beyond). So, don’t let your contact centre be the one that’s always a step behind – take this opportunity to dive deeper into the findings of this report.

Groups 52

Groups Roadmap Course Report 52

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Refining post-sale strategies to better understand and meet the needs of customers.

Report 98

Report Trends Customer Success Self Service 98

AWS Machine Learning

JULY 24, 2024

Let’s explore two customer journeys: Selecting and evaluating foundation models – You can evaluate the performance of different pre-trained FMs on relevant datasets and metrics specific to your use case. In this example, we download the data from a Hugging Face dataset.

Training 119

Training Metrics Data Comparison 119

SurveySensum

NOVEMBER 20, 2023

That’s what this blog is about—sharing 20 simple questions to ask your customers during their time on your website, helping you understand what they like and don’t like. Whether they’ve completed a purchase, downloaded content, or simply explored, this touchpoint gauges the lasting impression your website has left.

Customer Journeys 52

Customer Journeys Feedback Touchpoint Survey 52

BirdEye

NOVEMBER 27, 2023

Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

DCX

NOVEMBER 24, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Customers expect experiences that feel like they’re tailored just for them.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

Thematic

MARCH 26, 2025

Understand key NLP limitations and LLM advantages View real-world results of AI-driven text analytics Learn how self-learning AI eliminates manual updates Cut analysis time from weeks to minutes Download your free copy Stage 3. Customers get frustrated when they feel like they’re shouting into the void. Download Manuscript.

Feedback 62

Feedback Social Media Analysis Survey 62

InMoment XI

OCTOBER 3, 2024

However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. B2B Retention An InMoment client focused on retaining and acquiring B2B customers implemented a training program for the account managers in the organization.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. As an excellent introduction to What is Customer Experience? ,

Sports 71

Sports Customer Experience Handbook Case Study 71

DCX

JANUARY 12, 2025

Why It Matters: AI isn’t just about crunching numbers; it’s about using those numbers to make life easier for your customers. CMOs understand the customer journey like the back of their hand, making them the perfect fit to guide AI toward real impact—not just shiny features.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

CSM Magazine

JULY 7, 2022

The first step to laying out the roadmap for where you want your TX to go is assessing where your business stands now. This means understanding each aspect of your current customer and employee experiences as well as the health of the enabling business, technology, and operational capabilities.

Brands 59

Brands Strategy Customer Journeys Employee Experience 59