ECXO
MARCH 6, 2025
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Another key aspect of strategy is prioritization.
GetFeedback
JANUARY 19, 2020
type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. How could Expedia improve this process?
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eglobalis
MARCH 13, 2025
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. If you enjoyed this read, connect with me on LinkedIn !
eglobalis
NOVEMBER 3, 2024
Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint. ” [link] BCG, “How to Rethink Customer Experience for Business Impact.”
Advertiser: ZoomInfo
The promise of a CRM ( customer relationship management ) led organizations to believe each could digitally transform its businesses through tracking touchpoints throughout the buyer’s journey. It’s no secret, only 13% of salespeople are satisfied with their CRM.
Lumoa
JANUARY 31, 2023
Customer experience matters across all the channels and all the touchpoints of the customer journey. Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? How to analyze customer feedback in different languages?
eglobalis
NOVEMBER 12, 2024
Here’s how to go beyond conventional project management to create truly memorable, value-driven client experiences. Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback.
Advertiser: ZoomInfo
Dig into this eBook to find out how to make cold calling a thing of the past with: Powerful sales engagement and automation Insights, signals, and deep prospect research Alternative touchpoints that keep the conversation alive
Advertiser: ZoomInfo
Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails. The good news?
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement. The 12 reasons why the leader to agent touchpoint fails.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the CX orchestration process. You will gain insights into how to use journey maps to identify pain points, opportunities, and touchpoints where orchestration can make the most impact.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. How to be sure you have the right solution in place for your requirements. Even the most powerful tools become simple to use.
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