InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. Leverage customer data and analytics to understand their preferences, purchase history, and behaviour.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Review moderation engaging with customers publicly and privately to improve brand perception.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. When you offer only one better touchpoint, all the other points look and feel even worse. So, take the time to build your customer experience roadmap and align your budgets with it.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Ecommerce 110

Ecommerce Survey Retail NPS 110

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. The verdict: Company 1 delivered support along 5 touchpoints. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. For instance, adding SMS reminders or app push notifications can enhance engagement.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Employee Engagement: Employees are aligned with the goals of the organization. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 133

Software Customer Engagement Engagement Social Media 133

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. It’s like a roadmap that shows where things are working – and where they’re not. Analyze traffic sources to understand which platforms bring the most engaged visitors.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Retently

OCTOBER 1, 2018

To better visualize it, think of it as a roadmap of the full customer experience. CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. The main focus on your current journey map should be all the human touchpoints the customer will experience in their journey. Now that youre building digital CS processes, its time to implement digital touchpoints as well.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

InMoment XI

MAY 3, 2024

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. Foot Locker stands out as a beacon of innovation and customer-centricity.

Retail 195

Retail Return on Investment ROI Analysis 195

Retently

JULY 8, 2024

Constant Engagement Ongoing NPS campaigns ensure that you’re regularly engaging with your customers. This consistent engagement can help build stronger relationships and foster greater loyalty, as satisfied customers are more likely to stick around and advocate for your brand. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 145

Software Customer Engagement Engagement Omni-Channel 145

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business.

Feedback 195

Feedback How To Social Media B2C 195

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. chatbots, recommendation engines) to customize touchpoints in real time. Trend 2: Community-Driven Engagement as a CX Game-Changer Whats Happening in 2025? Think of it as loyalty 2.0:

Trends 52

Trends Customer Experience Omni-Channel How To 52

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

InMoment XI

JANUARY 25, 2024

InMoment’s Recommendations for Utilizing Your Takeaways from the Gartner Magic Quadrant in Vendor Discussions Engaging in discussions with technology vendors can be a nuanced process. Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision.

Strategy 195

Strategy Roadmap Innovation Technology 195

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Any technology that makes CX poorer has no place on the roadmap. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. You’ve lost engagement and Google is noticing that your bounce rates are high.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

Thematic

MARCH 30, 2025

When people feel their voice led to real change, they’re more likely to: engage more, stay longer, and become brand advocates. It improves your NPS and survey engagement. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap.

Feedback 62

Feedback Roadmap Effort Score NPS 62

rethinkCX

JANUARY 27, 2025

Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints. By engaging decision-makers early and offering a clear, results-focused roadmap, organizations can secure the buy-in necessary to implement AI successfully.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

If you’re new to the topic, customer journey maps visualize the paths customers take to engage with your organization. Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

JANUARY 29, 2015

You have identified the key touchpoints most important to customers and to customer growth. You have created a roadmap that is being actively communicated as you progress. In the absence of being updated and engaged, internal folks will view the customer experience meeting as the latest flavor in customer focus. ?

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. They’re giving you a roadmap to fix whatever it is that ails your business. Here’s one area you may not have considered: include your employees in the data collection process.

Data 262

Data How To Social Media Effort Score 262

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Re-engage before they churn. By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement. Remove obstacles. Are new users stuck onboarding?

Customer Insights 62

Customer Insights Data Analytics How To 62

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. Think of this as your roadmap to winning over potential customers. Do you know how? If your brand also feels invisible, keep reading. But visibility alone isnt enough.

Tips 85

Tips Tools Social Media Multi-Channel 85