Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Would you use or start with data/feedback/research from customer when designing the journey? Design The Journey. Absolutely.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 195

Feedback How To Ecommerce Touchpoint 195

InMoment XI

DECEMBER 10, 2024

Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior. Leverage guides, webinars, video tutorials, and newsletters to inform customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI How To Touchpoint Hotels 309

AskNicely

MARCH 15, 2018

While all of this is still very important, customer feedback and advocacy represent the next evolution of rapid, sustainable business growth. You create an always-on mechanism for collecting and acting on their feedback. Join Us for a “Smooth” Webinar. Ironing out the kinks in your customer’s journey. Register Here.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. We usually start off with a single touchpoint. 3 months after a sale? Five to six colleagues.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Invest in training your team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. Systems, procedures, and touchpoints. What are customers telling you in their open-ended feedback? What are the channels, touchpoints, and systems your customers are using? With virtual focus groups, you can hear from many people at once but get their honest feedback.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Lumoa

FEBRUARY 29, 2024

Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data. New Feature – AI Answers AI Answers allows you to create a question that will be associated with each feedback. to learn more! This one is for you!

Knowledge Base 195

Knowledge Base Customer Voice Touchpoint Feedback 195

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

Experience Investigators by 360Connext

DECEMBER 17, 2014

Make a big deal out of great feedback! Tackle those trickiest touchpoints in 2015. Stay tuned for details on how to accomplish more than most do in a year by taking our upcoming 30 Day CX Challenge and joining us for our 2015 Webinar Series. Work to uncover all the “what if’s” that customers might face.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

MAY 17, 2022

Related Insights – When people talk about this Insight, they often use these words or phrases in the same feedback Filter Insights – When people are talking about this Insight, they often are associated with these filters.

Knowledge Base 195

Knowledge Base Touchpoint Trends Data 195

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar. But as technology evolves, so do the expectations.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. How each goal will be measured for success , based on both customer feedback and operational outcomes. You want technology to enable: Customer feedback and Voice of the Customer programs. Operational dashboards.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Lumoa

APRIL 14, 2023

Generate a URL that will invite your teammates to Lumoa for you Paste that URL anywhere, such as into Slack, Teams, or an email Watch as new people join and get excited about your customers feedback Using this new feature is quite simple. Using Lumoa to help map the customer journey – Tracking and monitoring feedback from each stage!

Knowledge Base 195

Knowledge Base Touchpoint Survey Feedback 195

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. During the webinar, Franz discussed eleven mistakes that companies make when mapping the customer journey.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

CSM Magazine

JANUARY 21, 2025

Netigate is taking feedback management to the next level with the release of Ask AI. Businesses and employers today risk being overwhelmed by the sheer volume of feedback they receive from their customers and workforce. The feature can save teams countless hours that would otherwise be spent gathering and processing information.”

Feedback 52

Feedback Data Banking Touchpoint 52

Lumoa

SEPTEMBER 28, 2023

GPT can now summarize any touchpoint Lumoa GPT can now generate summaries on Filters, Topics, and search terms. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started!

Knowledge Base 39

Knowledge Base B2B Touchpoint Feedback 39

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Also, it helps you improve all touchpoints. What are Customer Journey Touch Points?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

InMoment XI

SEPTEMBER 14, 2023

In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated. Reviews and feedback are instrumental in shaping public perception. Read more on the importance of addressing concerns and closing the feedback loop here.

Brands 195

Brands Management Social Media Effort Score 195

Lumoa

FEBRUARY 13, 2024

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! Automatically get summaries of thousands of feedback Summaries are done on a per card basis, you could get multiple at once! More information can be found from our knowledge base.

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. How do they apply customer feedback to enhance and transform the customer experience? The good news is that there are still ways to get VoC programs back on track. Here are some key insights.

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. Feedbackly specializes in experience for high-volume retail and service and offers physical terminals to gather feedback in-store. Functionality. Scalability.

Feedback 75

Feedback Software Multi-Channel NPS 75

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. However, that’s often where it stops.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Use Enalyzer and Zapier to automize your customer touchpoints.

Touchpoint 50

Touchpoint Customer Journeys Net Promoter Score Social Media 50

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. Why Are Contact Center Analytics Essential?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. If youre a CustomerSure client, you can personalise customer interactions based on real-time feedback.

Trends 62

Trends Net Promoter Score Analysis ROI 62

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Customer experience programs are built upon strategies for gathering customer feedback, analyzing voice of the customer data, and implementing changes to the customer experience.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. The second was an internal forum to share positive customer feedback. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72