Kerry Bodine

JANUARY 10, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda.

Feedback 62

Feedback Roadmap Effort Score NPS 62

GetFeedback

OCTOBER 4, 2019

The data collected from surveys can highlight touchpoints that customers have the most trouble with and identify dissatisfied customers so that they can be assisted before they churn. Survey feedback taken at important customer touchpoints are more valuable than those taken at random since they add context to your data.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Ecrion

FEBRUARY 20, 2020

Key events in the buying process. Roadblocks and touchpoints. Ask yourself why you’re creating a roadmap and what you hope to learn from it. List Touchpoints and Motivation. To get a clear picture of the entire customer journey, you need to include every touchpoint on your website. Buyer motivation.

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. We’ve fine-tuned our process by strategically deploying surveys after key events, like the end of a free trial or after cancellation.

B2B 152

B2B NPS Effort Score Survey 152

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Common Spikes & Seasonal Patterns Are there trends during certain times like holidays, sales events, or product launches? Post-Purchase Period Refund & return tickets usually increase after major sales events.

Report 90

Report How To Effort Score NPS 90

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

CX Journey

MAY 5, 2015

In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

PeopleMetrics

MARCH 25, 2022

The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging. Product roadmapping. Product or service roadmap boards. You can be flexible with the specific touchpoints that you build into your CAB process. Pricing changes.

Roadmap 118

Roadmap Feedback B2B Survey 118

DCX

DECEMBER 1, 2024

Try these: Mix digital speed with human touch (yes, it's possible) Make your physical spaces worth leaving Netflix for Turn those cold digital touchpoints into actual connections Gen Z Might Save Us All Plot twist The digital natives are getting tired of screens. Let that sink in. Stop the Madness. They're craving real-world experiences.

Fashion 52

Fashion Culture Trends Connections 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Use Google Posts to share promotions, updates, and events.

Tips 85

Tips Tools Social Media Multi-Channel 85

ECXO

AUGUST 6, 2024

The Influence of Personal Experience Personal experience and past events shape how we perceive the future. 4. Customer Journey and Touchpoints a. This results in a smoother and more enjoyable customer experience across all touchpoints. This can create a roadmap for a sustainable and inclusive future.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Gainsight

JULY 10, 2023

Collaborate With Marketing to Expand Digital Touchpoints A common concern regarding the use of email in scaled CS programs is the risk of over-messaging customers. Regular audits of communication touchpoints and collaboration with Marketing teams help ensure that messaging remains coordinated and tailored to customer needs.

Self Service 52

Self Service How To Roadmap ROI 52

Totango

FEBRUARY 23, 2023

In addition to digging into the quantitative data, CS operations teams also consider qualitative inputs like user feedback, comments shared in NPS surveys, or even discussion notes from touchpoints with a CSM. Visit our events page frequently for future updates of where we’ll be. What are their strategic initiatives? Challenges?

Tips 89

Tips Net Promoter Score Metrics NPS 89

Retently

SEPTEMBER 6, 2018

This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction? Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event. Transactional NPS surveys you should be sending.

NPS 66

NPS Net Promoter Score Survey Touchpoint 66

Retently

FEBRUARY 21, 2024

Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts. Likewise, for companies using traditional marketing methods, these surveys can assess the impact of non-digital efforts like flyers and in-person events. How Did You Hear About Us?”

Survey 78

Survey Social Media Advertising Analysis 78

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Disaster Recovery and Redundancy Unforeseen events can disrupt operations.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

DCX

SEPTEMBER 29, 2024

If you’re all about boosting customer satisfaction, cutting churn, and driving revenue, this is one event you don’t want to miss! If you’re serious about getting everyone on the same page, this is your roadmap! Register Today! Register Today!

e-support 86

e-support Customer Centricity Apparel Leadership 86

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Map and trigger different journey touchpoints with the data warehouse. Segment events and send it all back to Salesforce, and beyond for action.

Effort Score 52

Effort Score Roadmap Touchpoint NPS 52

AWS Machine Learning

NOVEMBER 22, 2022

Companies streaming online movies (OTT platforms), live concerts, or sports events. In general, any business that has customer touchpoints and needs to make real-time decisions can benefit from real-time feedback from customers. This can support product roadmap discussions and prioritizations. Financial institutions.

Analysis 78

Analysis CRM System Groups 78

Chattermill

JUNE 3, 2019

CSAT targets a ‘here and now’ reaction to a specific interaction, product or event, but it is limited when it comes to measuring a customer’s ongoing relationship with a company. Your customer experience data needs to be actionable enough to change engineering and product roadmaps across an organisation.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Self Service 52

Self Service Healthcare Employee Experience Customer Journeys 52

ChurnZero

SEPTEMBER 25, 2020

As for the cadence of these touchpoints, Product shouldn’t settle for having customer conversations only once or twice a year. To regulate your customer feedback flow and better prioritize your roadmap, you first need to quantify feedback urgency (and the cost of delaying it). Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

NetBase

JULY 15, 2019

Social monitoring is about recognizing or being alerted to certain key events as they happen – such as a customer complaint getting a lot of attention. With sentiment analysis, it’s crucial to know where your brand stands typically, but also to look at spikes in sentiment to understand what’s happening during specific events.

Analysis 89

Analysis Consumers Social Media Brands 89

Solvvy

JULY 13, 2022

After you introduce new services or features, or seasonal events like Black Friday Cyber Monday a higher volume of support tickets. For example, if you plan to engage customers on multiple channels, make sure the platforms you consider enable outreach and support by voice, chatbots, message, email, or through other touchpoints.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

SurveySparrow

SEPTEMBER 25, 2023

From the initial touchpoint to post-purchase engagement, each step provides an opportunity to create positive experiences and build lasting relationships. The platform offers powerful survey solutions to gather valuable insights at every customer touchpoint, helping you refine your strategies and foster customer satisfaction and loyalty.

Customer Journeys 52

Customer Journeys Comparison Customer Experience Social Media 52

DCX

SEPTEMBER 22, 2024

If you’re all about boosting customer satisfaction, cutting churn, and driving revenue, this is one event you don’t want to miss! About Executive MindXchange Events Here are this week’s must-read links: Starbucks' Bold Brew: New CEO Aims to Recaffeinate Brand Experience Selling Experiences. Register Today!

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

If you’re all about boosting customer satisfaction, cutting churn, and driving revenue, this is one event you don’t want to miss! About Executive MindXchange Events Here are this week’s must-read links: Starbucks' Bold Brew: New CEO Aims to Recaffeinate Brand Experience Selling Experiences. Register Today!

Sports 52

Sports Social Media Roadmap Feedback 52

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. At this touchpoint in the customer journey, SaaS businesses have the opportunity to not only prove the value of their offer but also build a strong customer relationship.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

SmartMessage Blog

SEPTEMBER 6, 2022

It is an integrated marketing approach aiming seamless customer experiences using different channels and touchpoints. Campaigns can include videos, events, social media ads and email notifications. It is possible to raise awareness in the customer by taking part in events, making a phone call or reaching the customer via email.

Marketing 56

Marketing Study Social Media Roadmap 56

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. These milestones and lifecycle events are critical to address via your in-app programs and should be a key part of your customer journeys. Automate renewals via digital touchpoints.

How To 52

How To NPS Effort Score Touchpoint 52

Kustomer

NOVEMBER 9, 2023

To achieve this vision, we’re excited to announce our upcoming virtual event, the AI/CX Virtual Summit 2023 , scheduled for December 12th. This event is not just another industry gathering; it’s a unique opportunity to explore the transformative potential of AI in CX. The answer lies in the rapidly changing landscape of CX.

Customer Experience Professionals 52

Customer Experience Professionals Innovation e-support Customer Experience 52

Gainsight

DECEMBER 10, 2020

However, if you’ve been to any Pulse events, you’ve probably seen (or heard) me helping to bring Nick’s parody song ideas to life. . It’s a highly cross-functional role so on any given day I’m meeting with members of our product team to learn about what’s ahead on our roadmap. On paper, I’m an Associate Product Marketing Manager.

Meeting 52

Meeting Marketing Management Roadmap 52

PK

JULY 15, 2019

Marketers have spilled a lot of ink talking about “experiential benefits” in the past few years, though even this framing often leads organizations to more tactical executions involving special member-only events, etc. This means applying best-practice disciplines and process to the loyalty feature set and roadmap.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

SurveySparrow

SEPTEMBER 29, 2023

A well-executed workshop helps you identify unique strategies and customer touchpoints that differentiate your brand from the competition. Workshops are well-structured events designed to fine-tune a journey. These are actionable insights and a roadmap for implementing changes and improvements based on workshop discussions.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52