Kerry Bodine

JANUARY 23, 2017

When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves. What new touchpoints need to be developed to realize this vision?

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

InMoment XI

JUNE 14, 2022

What makes this touchpoint so vital from a PLG perspective? This touchpoint is a rich source of insight into frustrations that customers face. Carmen Woo, Salesforce Solution Architect and Senior Application Engineer, holds the cross-functional CX technology vision at Glassdoor. Chances are, it’s never happened.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Developing this framework will help you create positive touchpoint experiences that customers can come to expect from your brand. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

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. How does technology fit in? When a brand is looking to implement technology to improve the customer experience, like we mentioned before, many brands mistakenly only focus on customer service.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

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. It’s more than just good technology.

eBook 93

eBook ROI Chatbots Customer Journeys 93

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

Confirmit

JUNE 4, 2018

Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals. The Confirmit Difference. Our Voice of the Customer and Customer Experience (CX) strategies start with the end-goals in mind.

eBook 40

eBook B2B ROI Advertising 40

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 . of companies are expected to incorporate customer self service technology. What is Customer Self Service? What is Customer Self Service? By 2025, 50.7%

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Comm100

APRIL 12, 2018

Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. 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.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Hello Customer

OCTOBER 13, 2021

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. You have to decide what and what not to listen to depending on your objective and who it will serve.

Examples 98

Examples Survey Customer Journeys eBook 98

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the vendor have an existing and growing API system to best integrate with other technologies? Checking Integration Capacities. Testing Mobile Functionality.

Software 112

Software Customer Engagement Engagement Social Media 112

Gainsight

MARCH 7, 2023

In turn, pooled CSM teams can operationalize every touchpoint along the customer journey—so they never miss an opportunity to drive value for customers and revenue from renewals and expansions. When done well, this also preserves a seamless and consistent experience for the customer. The remaining 70% are in the Pooled CSM model.”

Customer Success 102

Customer Success Management Groups eBook 102

Comm100

APRIL 25, 2018

Launched at the beginning of the last century in 1903, it has survived a host of technological changes, from the creation of cell phones to the launch of the internet! Limited technology that makes it hard for customers to resolve issues, e.g., lacking an online self-service feature or live chat functionality.

Self Service 104

Self Service Company How To Effort Score 104

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Learn more about building customer loyalty in this ebook. Create an atmosphere of trust with customers. Why Follow the Golden Rule?

Customer Success 80

Customer Success eBook Loyalty Conference 80

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. Why would you invest in technologies and solutions that might not support your customers? Keep in mind that AI is not a strategy (or any technology for that matter), but rather a tool. Our advice?

Customer Journeys 87

Customer Journeys Virtual Agent eBook Insurance 87

Oracle

DECEMBER 27, 2019

This is a preview of the ebook “The 2020 Guide to Digital Commernce.” How personalized are those touchpoints? Cut-and-paste touchpoints do not suffice, especially considering the electronic sea through which your recipients are constantly wading. Or at least a robust review.

Ecommerce 66

Ecommerce Touchpoint eBook Exercises 66

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. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use.

Customer Journeys 54

Customer Journeys eBook Touchpoint Roadmap 54

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. To meet patient expectations, this requires an urgent and decisive move to invest in the technologies needed to improve the customer experience today.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

Interactions

MAY 12, 2022

It serves to welcome customers into your space and creates an important touchpoint with the brand. . Reducing reliance on human agents by incorporating Conversational AI technology can eliminate wait times, so more customers can be served in less time. . 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

Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. How can banks promote security within a Conversational AI application?

Banking 62

Banking Self Service Virtual Agent eBook 62

Interactions

OCTOBER 8, 2020

In recent years, omnichannel has become a market essential for all channel technologies. Opti-channel has all the capabilities of omnichannel, but uses further evaluation and technology to better understand which channels to optimize. To learn more about this topic, check out our eBook. This next approach is called opti-channel.

Omni-Channel 62

Omni-Channel Customer Journeys Multi-Channel Contact Center 62

Dapresy

APRIL 29, 2020

You shouldn’t expect everything to improve simply because you have a CX tool – technology is the enabler. After all, a Customer Feedback Management Program can also become a new touchpoint within your company, as an additional interaction is created between the customer and the company.

Engagement 72

Engagement Management How To Customer Centricity 72

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Wootric CX Blog

MAY 12, 2020

The MIT Technology Review is right when they say, “The success of many companies increasingly depends on how wisely they can mine data about their customers’ behavior and respond accordingly.” Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. ” Setting up an NPS program?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

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. Why would you invest in technologies and solutions that might not support your customers? Keep in mind that AI is not a strategy (or any technology for that matter), but rather a tool. Our advice?

Customer Journeys 62

Customer Journeys Virtual Agent eBook Insurance 62

Wootric CX Blog

JULY 5, 2020

What makes this touchpoint so vital from a PLG perspective? This touchpoint is a rich source of insight into frustrations that customers face. Carmen Woo, Salesforce Solution Architect and Senior Application Engineer, holds the cross-functional CX technology vision at Glassdoor. Chances are, it’s never happened.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Thematic

JANUARY 30, 2019

L2R is everything that happens (including people, process, technology) from the time someone becomes aware of your company until they become a customer, repeat customer and (hopefully) an advocate. Every touchpoint, whether direct, online or through a channel, must be documented and monitored, to ensure continuous improvement.

Marketing 59

Marketing Customer Experience B2B Touchpoint 59

Interactions

MARCH 18, 2021

Now is the time to come together as a cohesive team and consider all customer journey touchpoints to ensure consistency for your customers. 4) Choose your technology (and technology partner) wisely. Choosing the right technology to support these channels so you can provide a consistent experience with your brand is essential.

Consumers 62

Consumers Meeting Self Service eBook 62

ChurnZero

DECEMBER 1, 2023

Customer success everywhere: an organizational philosophy Customer success should be embedded throughout your organization, influencing every department and touchpoint. Customer journeys: map out the customer lifecycle and key touchpoints. Customer segmentation: tailor your approach to different customer groups.

Customer Success 52

Customer Success Customer Journeys Handbook Touchpoint 52

Optimove

SEPTEMBER 3, 2020

Marketers know best what strategies are appropriate for their brand and what use cases they need to achieve, and their judgment should be considered when assessing technologies. You can read on to learn about one such way or find all three in the full ebook here. Defining a Use Case. Here, we’ll outline the first one.

Marketing 40

Marketing Touchpoint eBook Multi-Channel 40

Bizagi

FEBRUARY 10, 2020

Banks need to enhance the customer journey so that every touchpoint with the customer delivers a valuable interaction. The biggest challenge financial services face in customer experience efforts are with data analytics, technology and getting a complete customer view, according to The Financial Brand.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

CSM Magazine

OCTOBER 25, 2022

To remain competitive, organisations need to move away from traditional models and leverage the power of new technologies , such as cloud, to facilitate a data-driven CX approach. Centrally managed data gives workers access to information from all customer touchpoints, facilitating rapid resolutions and high satisfaction rates.

System 52

System Multi-Channel Omni-Channel Touchpoint 52

ClientSuccess

JULY 23, 2019

Company : SmashFly Technologies. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Cole Sanders, ClientSuccess – How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy. Let’s get started with this week’s post!

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

OpinionLab

OCTOBER 24, 2017

As your main touchpoint with your customers, your website is the primary face of your business and critical to your success. for example behavioral analytics, such as session replay technologies) – provides excellent insight into how your customers think about and interact with your site. for the weakest). Studies prove this point.

How To 94

How To Comparison Omni-Channel Measurement 94

Smith+co CX

SEPTEMBER 14, 2017

Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

ClientSuccess

SEPTEMBER 3, 2019

With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting. Guest Feature. Ultimate Guide to SaaS Customer Success Metrics.

eBook 52

eBook Consulting Exercises Touchpoint 52