Optimove

FEBRUARY 23, 2025

Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. 1 – The State of CRM Marketing Last year, we described CRM Marketing as an air traffic control system where brands orchestrate millions of customer interactions with precision. But 2024 brought new possibilities.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Experience Investigators by 360Connext

MAY 19, 2020

Understand those key, critical touchpoints. If they want to communicate via phone or email, we should welcome that and be prepared to interact with them via their channel of choice. Some learners will love to interact with others via in-person training sessions. But WHY should they? This same idea can also apply to employees.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Optimove

NOVEMBER 15, 2022

In marketing it’s always a good idea to start with the customer and personalize every possible touchpoint. A highly effective way of engaging your Gen Z users beyond a few seconds is through gamification. And treating them like any other demographic isn’t going to cut it, either.

Tips 105

Tips Gamification Engagement Marketing 105

TechSee

DECEMBER 16, 2021

Digital-first interactions Helping customers from afar is nothing new. But even more significant, they will be able to provide a more personalized and relevant interaction to enhance the long-term customer relationship. Studies have shown that shorter training modules improve information retention by 20%.

Call Center 124

Call Center Trends Self Service Contact Center 124

Retently

AUGUST 15, 2024

Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better. In an ecommerce and retail set-up, CSAT surveys are mostly used after a customer service interaction to assess how well the business meets customer expectations in real-time.

Ecommerce 107

Ecommerce Retail Software Brands 107

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve. When It comes to creating these types of peak customer experiences, there are no substitutes for people-to-people interactions.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Optimove

FEBRUARY 12, 2025

Generate Useful and Interactive Content Brands must go beyond transactional relationships to retain customers and create interactive, value-driven content. Interactive guides can further inspire customers by showcasing creative ways to repurpose holiday items for year-round use. #5.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

ECXO

JANUARY 30, 2024

The emotional component refers to how a customer feels about their interactions with a business. This could be achieved by personalizing their interactions, showing genuine empathy and care, and going above and beyond to exceed customer expectations. ” This is where the emotional component comes into play.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

SurveySparrow

FEBRUARY 22, 2024

It can be through surveys, reviews, or direct support interactions. For example, you could automate emails to welcome new customers, thank them for their purchases, or re-engage with those who haven’t interacted with the brand recently. Engage at Every Touchpoint : Maintain constant communication to improve retention.

Customer Retention 52

Customer Retention Software Gamification e-support 52

CSM Magazine

JULY 4, 2019

The modern consumer expects to be able to interact with your brand across multiple channels. Join leading CS experts: Anders Holmberg, Head of Strategic Gamification, Gucci. During this webinar our leaders will be revealing: How to integrate data from multiple touchpoints and use the insights for a seamless customer experience.

Self Service 45

Self Service Customer Service Gamification Social Media 45

ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 66

Customer Service Net Promoter Score Loyalty Programs Gamification 66

ChurnZero

AUGUST 13, 2021

How to drive revenue by combining customer data across all touchpoints. A] Anika: Being intentional with how you interact, and not using the same form or method all the time. A] Anika: I’d say Zoom is one of them, because that’s the way we interact – or GoToMeeting or Teams or whatever you’re using to interact.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. They also utilise more complete analytic tools.

Self Service 52

Self Service Study Gamification Customer Centricity 52

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. Personalised TouchPoints One tactic is to give away items that are symbolic of your business and users. They might incorporate interactive activities that showcase the character of the business.

Brands 52

Brands Management Social Media Gamification 52

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. In addition to creating turnover issues , burnout can also prompt interaction avoidance and quiet quitting. A phased implementation is best.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty.

Retail 78

Retail Engagement Strategy Customer Experience 78

LoyaltyPlus

AUGUST 7, 2018

Using this programme, decision makers can source real-time information about all levels of customer interaction and make informed, analytics-based decisions. There is an increasing need to track Customer Engagement when managing and monitoring customer touchpoints.

CRM 40

CRM Loyalty Software Gamification 40

2020 Research

AUGUST 30, 2022

Customer experience (CX) is what consumers think, feel, and perceive as they interact with a brand. Part of CX is the customer journey, which includes all brand touchpoints encountered by a consumer. Interactive Research During Evaluation and Concept Exploration . Younger participants are particularly fond of gamification.

Gamification 52

Gamification User Experience Groups Consumers 52

SurveySparrow

JANUARY 26, 2021

A huge balloon would be tied at their desk so that other employees could easily find them and interact with them on their first day at the office. Their first touchpoint with your company is at the onboarding stage. Optimize your onboarding process by collecting their Feedback .

Culture 98

Culture e-support Employee Engagement Gamification 98

ChurnZero

NOVEMBER 17, 2023

This can be done either automatically via a community platform or through a personal touchpoint, depending on your resources. Introduce gamification. Organize events hosted within the community to encourage one-on-one interactions. Authentic interactions are key. Spotlight users. Offer genuine appreciation and feedback.

Engagement 52

Engagement Strategy Gamification How To 52

CSM Magazine

SEPTEMBER 8, 2023

Gamification is like the sprinkle of excitement atop the cake of shopping. Interactive Content for Enhanced Engagement If content is king, interactive content is the emperor. Besides the evident entertainment value, interactive content plays another vital role—it’s a treasure trove of insights.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Bold360

JULY 13, 2017

Refers to the multiple ways your business and customers can interact with one another. Focuses more on the user and the ways that your channels interact with each other to help the customer. In recent years, simply interacting with your customer base on multiple channels is no longer enough.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

CX University

MAY 18, 2020

Building gamification into your experience helps people feel involved. For example, a legacy print and media company started offering more digital and interactive experiences such as conferences, breakfast roundtable discussions, webinars, videos, 10-part in-depth series, podcasts, and radio interviews. Login What are you waiting for?

Conference 52

Conference Social Media Gamification Insurance 52

inmoment

NOVEMBER 8, 2018

Brick-and-mortar stores will continue to be essential touchpoints, but retailers must elevate and embed digital elements to become and stay relevant to their next-gen customers. Our researchers wanted to know what elements of a retail interaction elevate a mere purchase to an experience.

Retail 45

Retail Consumers Trends Gamification 45

SurveySensum

JULY 9, 2024

From choosing your favorite types of milk to adding different flavors to create something unique is what makes each and every visit fun and interactive. Along with a polite and interactive customer support team, Starbucks baristas and customer-facing teams are also trained well to be helpful, polite, and interactive with the customers.

NPS 52

NPS Loyalty Loyalty Programs Effort Score 52

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. Gamify Your Experience Over recent years, gamification has gained increasing popularity due to its dual capability of engaging users while delivering educational value.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

SurveySensum

SEPTEMBER 15, 2023

5) Feedier Interactive feedback collection Feedback automation Multi-language support None Contact their team 4.5 (5) Feedier Feedier is another B2B service feedback tool that redefines feedback collection with interactive surveys. It uses gamification to encourage participation and gather valuable insights from B2B clients.

B2B 52

B2B Tools Feedback Comparison 52

Currency Alliance

JUNE 19, 2019

Gamification and personalization have come on leaps and bounds in loyalty to supplement points and rewards. More enlightened marketers, on the other hand, see points as a way to keep score of customer actions at many different touchpoints along complex customer journeys. Collecting data at more touchpoints is very useful.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

SurveySparrow

SEPTEMBER 29, 2023

It’s like a creative brainstorming session, but with a specific focus: improving the way customers feel when they interact with a business. A well-executed workshop helps you identify unique strategies and customer touchpoints that differentiate your brand from the competition. They break the journey into memorable moments.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

SurveySparrow

MARCH 21, 2023

Customers want to feel valued these days, and that too at every single interaction. Even though B2B leverages all the above communication types, the interactions are much more personal. Customer Satisfaction Score (CSAT): CSAT measures the satisfaction scores of customers based on their interaction with your organization.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

BirdEye

APRIL 12, 2023

Personalized customer experiences CRM software tracks customer interactions and compiles a wealth of information, enabling businesses to personalize their marketing, sales, and customer support. This CRM’s gamification feature keeps your reps motivated and focused on quota. It has an AI sales assistant called Zia.

CRM 52

CRM Examples Customer Relationship Management Customer relationships 52

inQuba

MARCH 22, 2023

Ratings can be biased based upon various factors such as timing of the survey, the wording of the questions, or the customers’ most recent interaction with you. 5/ Gamification NPS is easily gamed , especially when it’s made the most important thing and linked to KPIs. Without reasons for ratings there’s no path to root causes.

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

ProProfs Chat

AUGUST 6, 2021

Design custom employee satisfaction and eNPS surveys for different employee touchpoints. This all-in-one solution provides a single platform for managers and employees to have a 1-0n-1 interaction followed by proactive feedback. Moreover, there is also an option for 1-on-1 interaction between managers and subordinates.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

SurveySparrow

JULY 5, 2022

The objective of the brains behind the technology is to make it easy to use and fun to interact with. It is possible to do this by understanding how human beings interact with technology, what are the pain points for them, and being empathetic with them to make the experience smoother, better, and more useful.

Gamification 52

Gamification User Experience Travel Apparel 52

SurveySparrow

DECEMBER 15, 2021

Trigger CSAT and transactional NPS surveys at every touchpoint to Salesforce contacts. Track how your leads and contacts interact with your messages. Boost content engagement with learning plans, gamification, leaderboards, and badges. You can also use the survey data to visualize your customer lifecycles. Key Features.

Gamification 52

Gamification CRM Training Financial 52

ClearAction

NOVEMBER 21, 2015

Yet this, too, is precarious, as customer-facing personnel and touch-points are limited in effectiveness by the information, processes, policies, and people that feed into the customer interaction. And particularly when it focuses on customers' expectations and the consequences of missing them. What erodes trust? The cost is high.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48