eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Use Mapping to Diagnose E2E Journey.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Kerry Bodine

AUGUST 14, 2020

Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys?

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. 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

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Aligning a great experience across numerous stakeholders (from end-users to executives) over an extended buying journey is difficult.

Leadership 235

Leadership B2B B2C Effort Score 235

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. Ensuring some consistency across these touchpoints is key.

Culture 195

Culture Social Media Loyalty Government 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Start With One Customer Touchpoint Sometimes, you need to start small. Touchpoints are where your customers interact with your brand.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. What does Customer Experience Management Require? Governance and Discipline. What should customer experience strategy include?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: 6 Sources of Customer Understanding by CXpert. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

DECEMBER 30, 2021

How to Win the “Make or Break” Moments in the SaaS Customer Journey. In every SaaS customer journey, there’s a make or break point. You could either lose a customer or win them over. We invited Jessica Pfeifer and Rita Balgeman (InMoment) to teach folks how to optimize customer journeys.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards 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 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

JANUARY 12, 2021

Identifying your customers is a two-sided coin: In order to understand our customers better, we need to identify what we already know about them. Your VoC analysis can help you create more accurate customer personas to use in customer journey mapping, marketing, product development, and more.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

CX Journey

OCTOBER 7, 2014

There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more. Personas are fictional characters created to describe your ideal prospect or actual customer. They are derived through primary research - research that can then also be used for your customer journey maps.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. This understanding will allow your team to create individualized success plans for your customers.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What are some of the phases you have seen based on the journey goals?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

InMoment XI

JULY 19, 2023

However, achieving exceptional customer experience requires a dedicated focus on understanding and addressing customer needs and expectations at every touchpoint. This is where customer experience experts play a crucial role.

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. This is called the customer journey.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards 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 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. Business customers care about what your brand stands for. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. Be consistent.

B2B 367

B2B Brands Innovation Government 367

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Kerry Bodine

NOVEMBER 15, 2017

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. You’ll find them grouped them into four categories: general questions, how to get started, types of journey maps, and our journey mapping process. Customer journey mapping tends to be very expensive.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. You have a CX Journey Map, NOW WHAT?

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Vonage

MARCH 27, 2018

Employ systems to understand your customers. Use a cross-functional, vested team to govern the program. Robbins’ whitepaper, Using emotional connections to create exceptional customer experiences , offers a deep-dive into each one of these steps and is a must-read for anyone who wants to help their business compete and win in CX.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

ECXO

MAY 11, 2023

The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Experience Matters

JANUARY 20, 2015

Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

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

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

Innovation 333

Innovation Connections Analytics Touchpoint 333

Clarivate

APRIL 9, 2019

They knew they needed a way to identify what mattered most to their customers and a way to drive their own focus and actions to improve those customer interactions, so Starkey focused on mapping their customer journey. There is a strong correlation between customer experience and financial outcomes.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

Clicktools

JULY 13, 2017

But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. Customer journey mapping has become a trendy way for businesses to make sense of their customers’ expectations and opinions throughout a product or service life-cycle.

Customer Journeys 53

Customer Journeys Multi-Channel Touchpoint Social Media 53

Experience Investigators by 360Connext

AUGUST 11, 2020

Customers are figuring out the “next normal” and what that means to their daily experiences. Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers they’ll deliver what they need and how they need it. Take the time to understand customers.

How To 271

How To Brands Touchpoint Customers 271

Kayako

FEBRUARY 28, 2019

In addition to core values, it’s important to define and communicate your mission, vision, purpose, and brand promise, which is the expectations you set with your customers about the benefits they can expect to receive when experiencing your brand – at every touchpoint. Governance structure. What is governance?

Strategy 121

Strategy Customer Experience Government Customer Journeys 121