InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Social Media Monitoring: Tracking customer sentiment and engagement on social platforms.

Retail 260

Retail Return on Investment ROI Analysis 260

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 138

Employee Engagement Engagement Strategy Effort Score 138

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. After all, you might forget a touchpoint.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. What sets an exceptional retail customer experience apart? Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

InMoment XI

AUGUST 17, 2023

Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation. Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure. A Unified Agent Desktop.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

Customer Bliss

SEPTEMBER 17, 2015

There are many approaches to doing touchpoint mapping. We have great success by first meeting with cross-silo groups of employees to engage them in the one company responsibility to customer experience. In this first session, have employees map a draft of all the touchpoints and identify what they think are the priorities.

Touchpoint 100

Touchpoint Roadmap Customer Journeys Leadership 100

Gainsight

OCTOBER 12, 2023

Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. They determined a 45-day time period to assess initial onboarding activity across community engagement, training, support cases, license usage, etc. Here’s a breakdown of the video.

Touchpoint 52

Touchpoint Software Analysis Video 52

Gainsight

OCTOBER 12, 2023

Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. They determined a 45-day time period to assess initial onboarding activity across community engagement, training, support cases, license usage, etc. Here’s a breakdown of the video.

Touchpoint 52

Touchpoint eBook Video B2B 52

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. VBRs provide account-specific data with real-time metrics that increase customer engagement and retention.

Innovation 86

Innovation Video CRM Customer Success 86

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey. To provide a seamless experience, it’s essential to embrace omnichannel engagement.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

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. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes. Let’s dive in.

Customer Engagement 52

Customer Engagement Engagement Self Service Customer Journeys 52

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. Creating a multi-channel feedback system promotes wider customer engagement and richer insights.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. This means that all interactions and touchpoints the guest has with your brand are considered. Guest experience isn’t a department.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

C Space

DECEMBER 2, 2021

Driving Innovation. Our goal is to strengthen the long-term emotional connection to our brands by creating a holistic luxury experience across all touchpoints of the customer journey.”. Since we want to create desire by defining brand-shaping moments at luxury touchpoints, we also like to break with conventions.

Innovation 52

Innovation Automotive Fashion Social Media 52

InMoment XI

JANUARY 25, 2024

On the horizontal axis, the completeness of vision is assessed, considering a vendor’s sales strategy, vertical/industry strategy, innovation, and market understanding. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Strategy 260

Strategy Roadmap Innovation Technology 260

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. The focus of innovation isn’t on CX itself, but rather the various elements that incrementally improve customer service.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. It’s often thought of as just an “innovative” way of doing that’s already being done – newsletters, emails, websites, etc but hey… now with audio! Ways to Better Engage Your Employees.

Engagement 122

Engagement Culture Entertainment Communication 122

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. What data is used?

Innovation 115

Innovation Customer Success NPS Touchpoint 115

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. Many customers prefer text; SMS messaging almost always ensures better engagement with the recipient. Understand and Optimize your Unique Customer Touchpoints. Employee engagement trends that lead to company growth! More Blogs Menu.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Calabrio

FEBRUARY 16, 2017

Gartner analyst Jake Sorofman states, “marketing often funds these cross-functional CX initiatives, sets the strategy, and designs the desired-state experience itself—and, in many organizations, owns and controls a growing preponderance of customer touchpoints.” Customer-centricity shines a spotlight in the contact center.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel. Staying ahead means being willing to evolve and innovate.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

CX Journey

AUGUST 18, 2016

Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences. Identify and Understand Customers Identity-driven touchpoints are designed to understand who the prospect or customer is.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

Customer Bliss

NOVEMBER 29, 2018

Antoinette has held her CCO position for over 4 years now, and while in this role, her executive director told her she needed to figure out how to engage the people who are newly covered. How do you do this and engage customers as a healthcare provider? This was a big first step of engagement. million people in the state.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

InMoment XI

JANUARY 22, 2024

This level of personalization not only enhances customer satisfaction but can also significantly boost engagement and loyalty. Erica engages customers in customized, forward-thinking, and insightful dialogues, drawing on data like account balances, previous transactions, spending habits, payment notifications, and instances of double charges.

Banking 260

Banking Financial Social Media Chatbots 260

InMoment XI

AUGUST 15, 2023

By capturing and analyzing customer data across various touchpoints, businesses gain a comprehensive view of their customers’ journeys. With predictive insights, companies can stay ahead of customer demands, enhance engagement, and foster long-lasting relationships.

Analytics 260

Analytics Tools Customer Experience Retail 260

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. Personalize Engagement: Companies that demonstrate effective personalized engagement recognize that every encounter with a consumer is a chance to fortify the bond.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

CSM Magazine

AUGUST 21, 2023

Customer engagement has become one of the most critical success factors for retailers looking to drive sales, loyalty, and overall business growth. However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task.

Retail 52

Retail Customer Engagement Engagement Social Media 52

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. It makes the experience fun, engaging, and, most importantly, rewarding.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Optimove

NOVEMBER 15, 2022

In marketing it’s always a good idea to start with the customer and personalize every possible touchpoint. With Gen Z’ers taking control of the type of content they want to receive and engage with, it’s never been more critical to ensure that the mobile campaigns you’re shipping are hitting the sweet spot of this burgeoning demographic.

Tips 105

Tips Gamification Engagement Marketing 105

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. This enables businesses to make informed decisions quickly and efficiently.

Self Service 52

Self Service Healthcare Innovation Employee Experience 52

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Engaging your customers on a personal level is the key to long-term loyalty. Innovative AI-Driven Self-Service Exhibitors Not to be Missed.

Self Service 95

Self Service Innovation Telecommunications Consumers 95