InMoment XI

MARCH 4, 2022

Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 397

Company B2C Employee Experience Culture 397

eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. “Europe’s Economic Decline – How the EU fell behind US.”

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 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

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). What customer traits or characteristics influence engagement or purchasing decisions for these segments? What goals or challenges do these segments share?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

ECXO

MAY 16, 2024

This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly. It includes all touchpoints where the customer interacts with the organization, such as marketing, website visits, customer service, and after-sales service. An organization cannot choose to have a customer journey.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Comm100

FEBRUARY 6, 2023

It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. To humanize your digital customer experience, you need to map your client’s journey. First, customers want it.

Financial 245

Financial Trends Self Service Customer Experience 245

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Cultivate an engaging company culture. How can I make a difference? .

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience.

B2B 367

B2B Brands Innovation Government 367

Calabrio

MARCH 5, 2025

Integrate channels and tools in one place Quality monitoring involves tracking interactions across multiple touchpoints simultaneously. Performance tracking: Score and monitor agents’ performance metrics IBM reported that 78% of global executives have a plan to expand their use of GenAI into customer and employee experience management.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Forrester

SEPTEMBER 25, 2014

It's easy to get swept up in the power of the digital age , where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand.

Employee Experience 111

Employee Experience Customer Experience Touchpoint Consulting 111

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel".

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

Second to None

OCTOBER 19, 2020

Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Employee Satisfaction vs. Employee Engagement.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Many customers prefer text; SMS messaging almost always ensures better engagement with the recipient. More Blogs Menu.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Fail fast and forward.

Retail 189

Retail Conference Employee Engagement ROI 189

Calabrio

MARCH 5, 2025

Offer an omnichannel experience Effective VoC programs use an omnichannel approach to integrate channels, ensuring high-quality service at every touchpoint of the customer journey. Personalize customer support: Apply messages tailored to customers’ needs, improving engagement and retention.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

CX Journey

SEPTEMBER 4, 2014

When employees have a clear line of sight, they. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. It''s meant for both customer and employees, as employees at all levels, frontline and behind the scenes, must deliver on the promise. Habeeb Akande.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience. Engage non-customer-facing roles.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience. Engage non-customer-facing roles.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

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.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Hyperpersonalisation at scale –for your eyes only Hypersonalisation – B2Bs delivering the best omnichannel experience are focussed on using customer data, analytics, AI and real time automation to deliver hyperpersonalised experiences. He holds an MBA at J.L.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194