DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The real winners? No fluff, no filler—just proven tips to get everyone on the same page.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Customer Bliss

MAY 5, 2015

Work to Remove the Inhibitor: Within the first 60-90 days when mapping your customer experience, gain agreement on stages, touchpoints and the top 15 priority moments of truth. Inhibitor 6: Not Having Clear Communication to the Organization that Walks People Constantly through the Roadmap, and Actions, and Behaviors to Model .

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

Kayako

FEBRUARY 13, 2019

Are there aspects of your customer touchpoints which can be tech touch? You should enable their ability through coaching and call reviews to ensure they are engaging in high quality touchpoints. Invest the time and energy into this exercise as it can change the game. They can do more and should. Looking for a quick win?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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

DCX

JANUARY 28, 2025

Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. Prompt 2: "What emotional needs and motivations might customers bring to [specific touchpoint or interaction], such as security, excitement, or relief?" —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

DCX

JANUARY 19, 2025

Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Trust them to act in the best interest of the customer and the brand.

Travel 52

Travel Customer Centricity Culture Brands 52

DCX

NOVEMBER 17, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Why it matters: This talk is your reminder that CX isn’t just about touchpoints—it’s about people. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Social Media 52

Social Media Leadership Customer Centricity Tips 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

SurveySparrow

SEPTEMBER 29, 2023

A well-executed workshop helps you identify unique strategies and customer touchpoints that differentiate your brand from the competition. Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

DCX

SEPTEMBER 29, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Why it matters for CX professionals: Omnichannel experience: CX strategies must evolve to seamlessly integrate social shopping touchpoints with traditional online and offline channels. Mark www.marklevy.co

e-support 86

e-support Customer Centricity Apparel Leadership 86

SurveySensum

FEBRUARY 1, 2021

Instead of waiting for customer feedback, you know what is happening at every touchpoint throughout the customer journey. helps you set and prioritize your roadmap plan. Who all should be involved in the customer journey mapping exercise? Should you involve customers in the Customer Journey Mapping exercise?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

DCX

JULY 2, 2024

Quick Exercise: Sketch a rough progress bar for one of your key customer journeys. What new touchpoints could this create? Consider implementing "closure experiences" at key touchpoints to resolve lingering questions or concerns. Quick exercise: List three "incomplete transactions" in your current CX.

Customer Journeys 52

Customer Journeys Touchpoint Loyalty Programs Exercises 52

Ecrion

FEBRUARY 24, 2021

Every organization needs a roadmap to guide them toward their goals, and a Strategic Communications Plan is the roadmap of a company’s communications efforts. Is it something you send out just as a branding exercise, or are you hoping to bring in leads? The end customer receives a complete, engaging package at every touchpoint.

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

DCX

JULY 9, 2024

They implement an immediate, personalized cool-down video suggestion based on the specific exercises completed, significantly increasing user engagement and retention. Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint.

Strategy 52

Strategy Effort Score e-support Self Service 52

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Step 1: Setting SMART Goals Without clear objectives, your Voice of the Customer program can become a data collection exercise without direction.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Automated checkouts, which serve as the loyalty touchpoint in many supermarkets, are being reconsidered due to their impact on the customer experience.

Loyalty 59

Loyalty Trends Data Marketing 59

delighted

APRIL 7, 2020

How a home exercise equipment and fitness class startup uses feedback to flag improvements for product entries in a new market. This exercise equipment startup implemented Delighted to aggregate and analyze customer feedback associated with the roll-out of a completely new product line. loading times, etc.). John, President of Patch.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

DCX

JULY 21, 2024

The bottom line: Intuit's success with AI-driven personalization provides a roadmap for CX professionals looking to enhance customer experiences through technology. What's next: As AI technologies evolve, CX pros should anticipate more opportunities to create hyper-personalized, efficient customer journeys across all touchpoints.

Retail 52

Retail CRM Chatbots Exercises 52

DCX

SEPTEMBER 22, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! The bottom line: By the end of 100 days, new CX leaders should have established regular stakeholder touchpoints, mapped customer journeys, launched quick win projects, and outlined a long-term CX transformation strategy. Mark www.marklevy.co

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! The bottom line: By the end of 100 days, new CX leaders should have established regular stakeholder touchpoints, mapped customer journeys, launched quick win projects, and outlined a long-term CX transformation strategy. Mark www.marklevy.co

Sports 52

Sports Social Media Roadmap Feedback 52

Gainsight

NOVEMBER 18, 2019

Walk a mile in their shoes by navigating typical touchpoints yourself. It’s not about your touchpoints. Get stakeholders in the loop from the very beginning and help them understand the point of the exercise—the specific, focused insights we talked about before—as well as the value it’ll deliver for their own work.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

DCX

OCTOBER 6, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Audit and optimize touchpoints: Regularly assess all customer touchpoints, no matter how small, to ensure they contribute positively to the overall experience. This includes everything from email signatures to hold music. Mark www.marklevy.co

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Audit and optimize touchpoints: Regularly assess all customer touchpoints, no matter how small, to ensure they contribute positively to the overall experience. This includes everything from email signatures to hold music. Mark www.marklevy.co

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience. This department is crucial for customer centricity as it enables seamless interactions across all touchpoints.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Customer journey mapping : CX teams will need to rethink customer journeys that include both virtual and physical touchpoints. Brand consistency : Keeping brand experiences consistent across traditional and metaverse platforms is key.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Customer journey mapping : CX teams will need to rethink customer journeys that include both virtual and physical touchpoints. Brand consistency : Keeping brand experiences consistent across traditional and metaverse platforms is key.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

delighted

APRIL 7, 2020

How a home exercise equipment and fitness class startup uses feedback to flag improvements for product entries in a new market. This exercise equipment startup implemented Delighted to aggregate and analyze customer feedback associated with the roll-out of a completely new product line. loading times, etc.). John, President of Patch.

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43

DCX

SEPTEMBER 29, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Why it matters for CX professionals: Omnichannel experience: CX strategies must evolve to seamlessly integrate social shopping touchpoints with traditional online and offline channels. Mark www.marklevy.co

e-support 52

e-support Customer Centricity Apparel Leadership 52

SurveySensum

JANUARY 12, 2024

Feedback becomes a real discussion when certain strategies are used, such as asking open-ended questions, exercising empathy, and paying attention. These businesses show a dedication to a shared path of progress by allowing consumers to beta test new products and by publicly releasing product roadmaps that are based on feedback from users.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

ClientSuccess

JULY 23, 2019

We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Each customer is different but by going through that exercise, we engage with customers at the right frequency for both the customer and the CSM. Key things to look at are level of engagement, ARR, expansion opportunities.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? Articulate the importance of focusing on end-to-end customer journeys as opposed to single touchpoint interactions. By embedding triggers at any point along the customer journey, you can automatically initiate next-best actions in real time across all of your customer touchpoints.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Currency Alliance

FEBRUARY 26, 2019

Emotional loyalty: add incentives along many touchpoints in customer journeys. To build real equity in the relationships with customers, your program needs to be relevant to customers across all their touchpoints with the brand. Partners: optimize the mix to appeal to a broader array of customers. Define the strategy.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

DCX

JANUARY 26, 2025

That’s where Mitrova’s VinJourney™ shines—bringing everything together to help wineries create unforgettable experiences at every touchpoint. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Join the global community of 1,000+ CX trailblazers!

Automatic Callback 52

Automatic Callback Culture Innovation Retail 52

DCX

JUNE 25, 2024

Building your time capsule will create a roadmap that your future self will thank you for – a guide to building customer experiences that are not just satisfying, but truly timeless. Get 30 day free trial Building Your Roadmap to Timeless CX In our journey through time, we've uncovered the bedrock principles of customer experience.

Travel 52

Travel Customer Experience Roadmap Exercises 52