InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Kerry Bodine

JANUARY 23, 2017

McKinsey & Company backs me up on this: In March 2016, it reported that “journey performance is significantly more strongly linked to economic outcomes than are touchpoints alone.” What new touchpoints need to be developed to realize this vision? Which current touchpoints need to go away? Make the business case.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

InMoment XI

JUNE 14, 2022

The classic use case for CSAT is following up on a support interaction, where you can ask customers about their experience: Solving their specific problem Working with a particular CS agent Working with your company in general. What makes this touchpoint so vital from a PLG perspective? Chances are, it’s never happened.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

BlueOcean

APRIL 30, 2021

But the reality is, every new channel creates more touchpoints, further complicating the customer journey and decreasing the likelihood of first contact resolution. But a seamless omnichannel platform that leverages intelligent technology alongside empathetic human interaction can mitigate these risks.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

Optimove

FEBRUARY 12, 2025

Generate Useful and Interactive Content Brands must go beyond transactional relationships to retain customers and create interactive, value-driven content. Interactive guides can further inspire customers by showcasing creative ways to repurpose holiday items for year-round use. #5.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

ChurnZero

APRIL 12, 2022

A CCO can help create a culture that makes the customer a top priority, ensuring that departments work together to offer an elevated customer experience at every touchpoint. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Optimove

JUNE 26, 2019

Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships. Be the Customer Journeys All-Star at Your Company.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

OpinionLab

JUNE 20, 2017

3: Invite feedback across all digital touchpoints. You should offer your customers the capability to provide you with feedback across ALL of your digital touchpoints. If you want to find out more techniques for making providing digital feedback easy for your customers, this is covered in a recent OpinionLab eBook.

Feedback 114

Feedback Tips Customer Experience Touchpoint 114

Interactions

MARCH 11, 2022

A customer journey on the other hand refers to all the steps and touchpoints that a customer experiences along their relationship with a brand. To learn more about how technology can support the entire customer experience, see our eBook about implementing technology with a solutions-oriented approach. appeared first on Interactions.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Comm100

APRIL 12, 2018

Gives short term feedback – CSat questions generally are interaction-focused – meaning they ask customers to rate particular experiences or touchpoints, and not their impressions of your business as a whole. If it’s not well received, such a feature can be changed quickly, helping you to avoid losses in the long run. Negatives of CSat.

NPS 170

NPS Measurement Effort Score Customer Experience 170

TechSee

MAY 1, 2022

The CSAT score is a commonly used metric that provides valuable insights and actionable data on how happy customers are in their interactions with a company. Download this eBook to discover our KPI data findings from Techsee’s client network . Why Measure CSAT? CSAT vs Other Customer Service Metrics.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

ClientSuccess

MAY 14, 2019

One of the first things you’ll want to do is establish a system to track customer interactions, data, usage trends, health scores, and any other relevant points you need. Valued Engagement Touchpoints. Once you have a system in place, I’d recommend defining valued engagement touchpoints.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Interactions

FEBRUARY 20, 2020

This requires backend integration and process design across all (existing and new) channels and touchpoints to create a seamless and effortless digital experience. . If you’re ready to take a deep dive, we recommend checking out our eBook on achieving CX success with Digital Transformation.

eBook 93

eBook ROI Chatbots Customer Journeys 93

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company. With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.

Metrics 89

Metrics eBook NPS Customer Success 89

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . Providing customers with intelligent ways to find solutions to their problems and answers to questions through self-service platforms simplifies interactions and reduces customer effort. What is Customer Self Service? Knowledge Base.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Comm100

FEBRUARY 7, 2018

Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Software 112

Software Customer Engagement Engagement Social Media 112

Hello Customer

OCTOBER 13, 2021

mapping out the full customer journey to build a blueprint of customer needs at every interaction. Touchpoints: What are you listening to? Download our eBook: "NPS, CSAT or CES? Check out our eBook: Capturing insights for action. Download our eBook: Demystifying AI for CX tools. fostering cross-level collaboration.

Examples 98

Examples Survey Customer Journeys eBook 98

PeopleMetrics

MAY 4, 2017

This moves the work from “boiling the ocean,” trying to map and drive improvement on all the touchpoints, to focusing on those that matter most in the lives of customers.”. Once you have the stages named from the customer’s point of view—not the business's—you can move into identifying your top touchpoints. We'll see you then.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

Comm100

APRIL 25, 2018

With the size of their customer base and their ability to physically interact with their customers on a day to day basis, this phone company is able to offer a level of service that is truly hard to beat. This frequent interaction allows the team opportunity to predict future issues and mitigate them in advance.

Self Service 104

Self Service Company How To Effort Score 104

Storyminers

MAY 4, 2016

According to Forrester , CX is how customers perceive their interactions with your company. In other words, CX is about providing a useful, usable, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that fulfills on the expectations that you set and the promises you made. Kerry Bodine.

Industry 140

Industry Customer Experience Interaction Customers 140

CustomerGauge

JANUARY 27, 2016

Download the full ebook “The Fine Art Of Surveying,” to design and conduct, simple and fast NPS surveys. Transactional surveys investigate the experience a customer has had within a particular transaction/interaction (what is commonly called a touchpoint). What’s your touchpoint boundaries?

Net Promoter Score 60

Net Promoter Score NPS Survey B2C 60

OpinionLab

AUGUST 3, 2017

Use digital VoC to optimize touchpoints. If you want your organization to be a CX leader, you have to think in terms of touchpoints. You then need to define clear ways to measure each touchpoint – so that you can actually track improvement. What specifically about a given touchpoint do you want to improve?

Touchpoint 76

Touchpoint Feedback Measurement Voice of Customer 76

ChurnZero

NOVEMBER 9, 2021

You should take a holistic approach and address all customer touchpoints. If you can personalize your interactions with your customers, you’re well on your way to improving the customer experience. More than anything, your customers’ interactions with your teams are going to drive their customer experience.

Company 97

Company Customer Experience Survey eBook 97

ClientSuccess

JANUARY 11, 2023

Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook. Why Follow the Golden Rule? 8 Ways to Apply the Golden Rule in Customer Success.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Comm100

FEBRUARY 25, 2021

Live chat does more than just create a text-based digital touchpoint: it opens the door to more personalized, helpful customer service by bringing the in-person experience to the digital realm. This is particularly important in the age of COVID as in-person interactions continue to be restricted for many people. All for free, forever!

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

BirdEye

AUGUST 21, 2020

Digital customer experience, on the other hand, is your customers’ interactions with your business online. Start from the stage when they become aware of your product or service – through all touchpoints and on different devices. Keep records of previous interactions readily available. Touchpoint scores.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90

Interactions

JANUARY 16, 2020

Digital experience (DX) is how all digital functions and touchpoints in a company weave together to form the most productive output. For example, let’s take a look at virtual agents, such as Interactions Intelligent Virtual Assistant (IVA), which are a common digital transformation initiative. Let’s back up.

Customer Journeys 87

Customer Journeys Virtual Agent eBook Insurance 87

Interactions

JUNE 5, 2019

This proven method allows companies to paint a clear picture of how their customers interact at every touchpoint of their business, and delivers actionable insights that can be used to transform customer experience as a whole. The post Your Guide to the Customer Journey Map appeared first on Interactions. DIY: Do it yourself!

Customer Journeys 54

Customer Journeys eBook Touchpoint Roadmap 54

Playvox

APRIL 21, 2023

Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place. Head of CX With the addition of more channels, a CX leader’s job gets more complex.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Quadient

FEBRUARY 15, 2022

But you can’t create an effective journey map without interacting with your customers, because the map is representative of the interactions they have with your brand, from their perspective. Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer?

Customer Journeys 59

Customer Journeys Fashion Touchpoint eBook 59

Interactions

MAY 12, 2022

In this way, you can think of digital customer experience (defined as any interaction with a brand that is not in person), as a digital storefront. It serves to welcome customers into your space and creates an important touchpoint with the brand. . Learn more about creating a successful digital experience in this ebook.

Customer Service 62

Customer Service Wait Times eBook Insurance 62

Interactions

SEPTEMBER 2, 2021

As we shift into this new age of customer technology, Conversational AI with systems that can incorporate both secure and accessible experiences, without compromising on compliance and regulation or the quality of the self-service interaction will stand out from the rest. How can banks promote security within a Conversational AI application?

Banking 62

Banking Self Service Virtual Agent eBook 62

OpinionLab

SEPTEMBER 9, 2016

Evaluate how different customers interact with your brand and establish specific groupings representing this variety. Then ‘project’ these personas across all potential customer touchpoints and map them to specific tasks to provide a consistent and engaging customer experience. Develop a customer research protocol.

Customer Journeys 60

Customer Journeys How To Voice of Customer Multi-Channel 60