InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. Calculate your business’s ROI using InMoment’s VoC tools.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market.

Insurance 116

Insurance Telecommunications Contact Center Video 116

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Scatter loss is a major drag on the effectiveness of your campaigns and communications and ROI can be diminished. Also use real-time status updates for services / complaints.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. These features are valuable for elevating call center operations and improving their ROI. Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Let’s investigate each of these ideas further. What is the return on the investment of customer experience? Why do some companies ignore this?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Interactions

OCTOBER 15, 2020

In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. Insurers will then need to consider how technology will come into play.

Insurance 62

Insurance Marketing Self Service ROI 62

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Building an omnichannel experience helps you access customer data from all your touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

inQuba

JANUARY 12, 2025

The ROI definitely flowed from Jobs masterful marketing capabilities. For many in telcos, insurance, financial services, hospitality, entertainment, retail, your product offerings look a lot more like the Android releases that the Apple Blockbuster approach (even Apple has 28 unique differentiated products in 2024).

ROI 52

ROI Marketing Multi-Channel Customer Journeys 52

TechSee

MARCH 24, 2021

It’s a journey that enables organizations to add vision to more touchpoints, use cases, and departments over time, while automating repetitive tasks. There are many touchpoints, and the starting point for one organization can be different from another’s.

Self Service 109

Self Service ROI Touchpoint Engagement 109

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Traditionally, personalization at each touchpoint falls under the purview of the touchpoint owner.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Pointillist

AUGUST 26, 2019

Take the time to embed it in every customer touchpoint, including your website, your online applications and mobile apps. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79

Comm100

FEBRUARY 25, 2021

Live chat is at least 17% – 30% cheaper than a phone call , and can deliver up to 6000% ROI. Find out how AI can save your healthcare organization money with our chatbot ROI calculator below. Recommended: Chatbot ROI Calculator . Free all-in-one customer engagement platform. All for free, forever! Sign Up Free.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

Lumoa

APRIL 24, 2018

Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship).

System 317

System Effort Score NPS Net Promoter Score 317

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

inQuba

MARCH 27, 2025

For example, a home buyer checking insurance affordability mid-financing represents a connected journey that traditional maps fail to capture. For example, understanding how an individual feels at a specific touchpoint or whether they perceive value is critical for improving customer experience.

Customer Journeys 52

Customer Journeys Touchpoint Insurance ROI 52

SurveySensum

MARCH 12, 2025

For instance, an insurance company can analyze survey feedback based on: Policy Type Comparing satisfaction levels across Auto, Health, and Home Insurance. Turn Your Data into Dollars: SurveySensums Cross-Tab Analysis Drives ROI Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. The answer isn’t acquiring two new customers. Data Integration.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

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

Experience Matters

APRIL 7, 2015

Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. By using the Rant & Rave Platform our clients have seen on average a 150% ROI, 52% response rates, 36% reduction in complaints, 50% increase in NPS and 75% more insight from their customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Optimove

MARCH 9, 2023

It also helps to improve brand awareness, customer loyalty, and ROI by diversifying the marketing mix and reaching customers at different stages of their buying journey. We should mention at this point that the total ROI of Optimove, as measured by Forrester, is 578%.

Marketing 52

Marketing Social Media Telecommunications ROI 52

Pointillist

JANUARY 19, 2022

Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints. Customers can take multiple journeys at once and often use multiple touchpoints as they accomplish their goal. But it’s hard to know where to start if you’re relying on survey feedback too heavily.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc. When it’s Done Well….

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Quadient

JULY 25, 2022

Current state journey map example (Insurance prospect): Learn how your prospects experience your company by mapping their current touchpoints to a sale and identifying reasons for drop off. Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Comm100

FEBRUARY 6, 2018

Cloudia : Designed to improve efficiency and profitability of insurance agencies, saving time and boosting sales. AgencyBloc : An agency management system that helps life and health insurance agencies grow their business with commissions processing, integrated business and marketing automation, and more.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

inQuba

JANUARY 13, 2022

They’ve also found that journeys matter more than touchpoints, and that journey-led approaches are more positively correlated with important business outcomes. (2). Are insurance clients terminating due to poor brand factors, or is it a channel failure? McKinsey & Co. Practically, what does this mean? Book a demo.

Omni-Channel 52

Omni-Channel Multi-Channel Touchpoint Customer Journeys 52

inQuba

MAY 16, 2021

They’ve also found that journeys matter more than touchpoints, and that journey-led approaches are more positively correlated with important business outcomes. (2). Are insurance clients terminating due to poor brand factors, or is it a channel failure? McKinsey & Co. Practically, what does this mean?

Omni-Channel 52

Omni-Channel Multi-Channel Touchpoint Customer Journeys 52

Smith+co CX

SEPTEMBER 14, 2017

Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

inQuba

JUNE 7, 2021

The more detailed variants include available touchpoints, responsible departments, and even an indicator of customers’ emotional state at each step: happy faces for a successful applications, sad faces for account queries. These factors differ across individuals and touchpoints, and change over time. Separate, yet connected.

Customer Journeys 52

Customer Journeys Touchpoint Measurement Insurance 52

inQuba

MARCH 22, 2023

Are insurance clients terminating due to poor brand factors, or is it a channel failure? Are mobile network customers upgrading due to positive brand experiences at a particular touchpoint? Effectiveness insight will then inform the fine-tuning of digital nudges and other interventions, further optimizing for ROI.

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

Smith+co CX

SEPTEMBER 14, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort - focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 28

eBook Touchpoint Average Handle Time Insurance 28

Currency Alliance

DECEMBER 7, 2021

Your key question for 2022 should be: “across each customer segment, how can I lower the cost of delivering the right mix of value to maximize ROI?”. Banks are still struggling with this, as you often still need to get a loan from a different department than you might obtain a credit card or insurance.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

Currency Alliance

NOVEMBER 14, 2018

Today, however, car dealers are grouped into an “auto row”, whereby dealers “share advertising costs” and “attract ancillary businesses including car washes, insurance offices, and body shops that benefit all of the dealerships”[1]. marcomms integrations across more consumer touchpoints. The same logic applies to loyalty brands.

Loyalty 45

Loyalty Loyalty Programs Hotels Travel 45

Optimove

JANUARY 16, 2024

Opti-X has transformed digital experiences across various touchpoints, resulting in higher customer satisfaction and improved conversion rates. Opti-X : In February, following our acquisition of Graphyte in 2022, we launched Opti-X, a native tool within the Optimove platform. It measured the value, benefits, and cost of using Optimove.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52