Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

ijgolding

OCTOBER 25, 2018

It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., Organisations can look at building personas of their key customer groups and enhance the experience for the higher value customers. cars, software, apparel). the almighty CLV).

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. How Optimove Empowers Retailers and Sports Betting Sites 1.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. . Gives a Collective Content Experience, between all of these channels.

Omni-Channel 56

Omni-Channel Multi-Channel Advertising Social Media 56

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives? Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Optimove

FEBRUARY 23, 2025

Being able to run control groups and optimize everyday campaigns would be huge. Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. WhatsApp Integration : With nearly two billion active users worldwide, WhatsApp has become an essential channel for businesses.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

DCX

FEBRUARY 9, 2025

-Mark This week’s must-read links: Stop Fixing Touchpoints—Fix The Whole Journey One Big Thing: Clearing The Air The Jevons Paradox Enters AI Cigna’s Making Big CX Promises—Will They Deliver? Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

BirdEye

DECEMBER 27, 2024

This makes a multi-platform approach essential for comprehensive online reputation management. While some diners rely heavily on Google reviews, others might prefer specialized restaurant review sites or social media platforms for their dining decisions. Follow up meaningfully after private customer feedback before requesting public reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. Instead, customers embark on a complex journey influenced by multiple touchpoints and channels.

Customer Journeys 98

Customer Journeys Marketing e-support Touchpoint 98

inQuba

MAY 23, 2022

More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. As such, their journeys are multi-touch, omni-channel and cross functional. have reported that more than half of customer interactions happen during multi-event, multi-channel journeys 3.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

SurveySensum

FEBRUARY 17, 2025

By using techniques like Latent Dirichlet Allocation (LDA), topic modeling groups words that frequently appear together, allowing the system to discover hidden topics within large datasets. Omnichannel Data Analysis Customer feedback comes from various channels, including emails, surveys, chatbots, social media, and support tickets.

Analytics 52

Analytics Tools Multi-Channel Analysis 52

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. The new platform will enable Davies to strengthen telephony operations as well as open up new communication touchpoints, offering customers greater freedom to choose how and when they communicate through a seamless multi-channel platform.

Groups 52

Groups Multi-Channel Self Service Insurance 52

BirdEye

NOVEMBER 27, 2023

As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations. Comprehensive analytics: A B2B SaaS reporting platform should provide in-depth analytics that combines data from all user interactions and touchpoints.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Digital technology makes gathering inputs from large sample groups of customers a simple matter of sending out emails. Creating a customer experience strategy is a multi-step process, which unfolds as outlined below.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Digital technology makes gathering inputs from large sample groups of customers a simple matter of sending out emails. Creating a customer experience strategy is a multi-step process, which unfolds as outlined below.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

CSM Magazine

NOVEMBER 15, 2022

The global delivery, which is being supported by Sabio Group , the digital CX transformation specialist, will help to standardise Rentokil Initial’s customer experience (CX) processes and technology. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support. . ” About Sabio Group. .

Groups 52

Groups Self Service Multi-Channel Omni-Channel 52

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Strativity Group defines “patient experience” as the sum of all interactions a patient has with a healthcare firm. Sending multi-channel reminders.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Comm100

FEBRUARY 7, 2018

Will the vendor allow you to target custom groups/industries/visitors? Will the vendor support integrations with your current channels? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In Does the vendor offer tools to personalize customer interactions?

Software 131

Software Customer Engagement Engagement Social Media 131

Optimove

JULY 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: In this blog, marketers can gain insights on how AI enables brands to offer relevant, seamless, and personalized experiences across all touchpoints, which can help drive loyalty and optimize customer lifetime value. How AI Enhances Journey Orchestration 1.

Customer Engagement 64

Customer Engagement Engagement Multi-Channel Touchpoint 64

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Strategy 52

Strategy Marketing Social Media Hospitality 52

PeopleMetrics

JANUARY 19, 2018

This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient.

Customer Centricity 93

Customer Centricity Customer Experience Healthcare Multi-Channel 93

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

Comm100

FEBRUARY 25, 2021

Many providers still have not digitized their healthcare customer service offerings, and still rely heavily on easily overwhelmed phone support channels. These numbers prove that live chat is a vital channel for busy customers who may be struggling to find time for their health while juggling work, parenting, and daily responsibilities. .

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

Optimove

JANUARY 30, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: For marketers, the right way to measure campaigns is by using a multi-touch attribution model to understand the incremental impact of each touchpoint in a customer journey. Optimove takes it one step further. Optimove calls them Streams.

Customer Journeys 59

Customer Journeys Measurement Multi-Channel Touchpoint 59

delighted

JANUARY 4, 2022

For example, when you engage with your customers on social media channels or call out when you’ve improved your product thanks to customer feedback, people see that you care about the customer experience. Pay attention to your customer touchpoints. What are the most effective ways to gather customer feedback?

Feedback 89

Feedback Net Promoter Score Effort Score NPS 89

BirdEye

OCTOBER 27, 2020

To win in the experience economy, businesses need to consider the entire customer journey, across all channels and over time. Instead, successful managers track a variety of metrics that can help them understand individual touchpoints as well as the customer’s perception of their brand. A holistic approach to customer experience.

Net Promoter Score 98

Net Promoter Score Metrics Measurement Effort Score 98

Pointillist

SEPTEMBER 18, 2019

Even CX leaders are dealing with high customer expectations, intense competition, more rapid customer interactions across an ever-increasing number of digital and physical channels, and limitations imposed by legacy processes and technologies. Agile Data Fusion is a unique approach developed by Pointillist.

How To 84

How To Analytics Customer Journeys ROI 84

Alida

JANUARY 13, 2017

Michael Brenner, CEO at Marketing Insider Group. Brands must ensure a seamless experience across all channels. Ensuring consistent, omni-channel experience requires marketing and customer service go hand in hand. There’s often a huge gulf between these two groups, if they interact at all. They also use multiple devices.

Omni-Channel 50

Omni-Channel Marketing Customer Experience Multi-Channel 50

Interactions

OCTOBER 8, 2020

Understand the difference between multi-channel, omni-channel, and opti-channel. Multi-channel is a channel strategy where multiple, separate channels are offered for customers, without the ability to pass context from one channel to another. This next approach is called opti-channel.

Omni-Channel 62

Omni-Channel Customer Journeys Multi-Channel Contact Center 62

Thematic

MARCH 18, 2025

Unified Customer Voice Thematic integrates feedback from multiple channels—surveys, social media, and support tickets—into one unified view. Audience Segmentation: Analyze different customer groups for personalized marketing. Limited to Web Data: Lacks multi-channel customer experience analysis.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Wootric CX Blog

SEPTEMBER 23, 2020

The answer is that it can vary considerably based on the channel, the industry, and the type of questions asked. What’s more important than studying anyone else’s data is to figure out your own benchmarks for survey responses via different channels. Choose the right time, place, and channel. Ask a relevant question.

Survey 98

Survey Net Promoter Score Effort Score How To 98

ReviewTrackers

MARCH 26, 2020

Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Focus group discussions. Multi-platform feedback system. Technology has expanded the ways in which feedback is generated, captured, and collected. Social media comments. Customer satisfaction surveys. Comment cards.

System 81

System Feedback Social Media Net Promoter Score 81

OpinionLab

SEPTEMBER 9, 2016

Evaluate how different customers interact with your brand and establish specific groupings representing this variety. Then ‘project’ these personas across all potential customer touchpoints and map them to specific tasks to provide a consistent and engaging customer experience. Develop a customer research protocol.

Customer Journeys 60

Customer Journeys How To Voice of Customer Multi-Channel 60

BirdEye

AUGUST 6, 2024

Overview of Birdeye and Chatmeter About Birdeye Birdeye is the leading AI-powered reputation and social media management platform for multi-location businesses. About Chatmeter Chatmeter is a multi-location intelligence platform that offers a range of features for businesses. Reputation management : Offers real-time customer insights.

Comparison 59

Comparison Multi-Channel Management Social Media 59

Thematic

MARCH 30, 2025

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. They allow you to collect feedback across channels, assign tickets or alerts for follow-up, and track whether a response was sent.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Comm100

FEBRUARY 6, 2018

Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more. Restaurants. Hot Schedules : Good for managing labor and cost control.

Software 143

Software Customer Engagement Engagement Omni-Channel 143