Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. 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.

Feedback 62

Feedback Roadmap Effort Score NPS 62

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. Think of this as your roadmap to winning over potential customers. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Increase online presence.

Tips 85

Tips Tools Social Media Multi-Channel 85

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Data collection : Which channels can the tool extract data from?

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

CSM Magazine

FEBRUARY 12, 2025

But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results. What began as a focused Intent, Capture & Analysis (IC&A) assessment evolved into a groundbreaking, award winning and multi-nominated AI transformation initiative.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

QuestionPro Audience

APRIL 16, 2018

Follow this approachable and executable roadmap below to find the most suitable trade show or exhibit for your product or service. Competitors (specifically their sites or social media channels). Direct mail from event producers. Your service or product will sputter. Align the needs of your brand.

Multi-Channel 150

Multi-Channel Social Media Roadmap Marketing 150

Lumoa

AUGUST 23, 2021

Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels. Because the pandemic has not only changed how we interact with customers, but also the level of standards the customers now have, it’s time to be a little bold in your experimentation of what works.

Customer Experience 221

Customer Experience Social Media Video Customers 221

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. ” The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. More purchases and renewals. What Is Customer Effort Score?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. Building the agility needed to support customers and employees as they shift to digital channels, especially in times of crisis, takes digital maturity.

Self Service 98

Self Service Strategy Multi-Channel How To 98

Thematic

APRIL 21, 2025

Gathering customer feedback means going to all the channels where your customers interact with service teams and making it easy for them to share their thoughts. Start with your immediate service channels. This multi-channel approach to gathering customer feedback ensured they heard from both vocal and silent customers.

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

SuiteCX

JUNE 1, 2015

There is always a need to integrate the digital with the off-line journey, as customers usually use multiple channels to get what they need. Multi-channel and Omni channel. Multi channel is enabling a customer to interact with you in multiple channels ( on the web, in person, through your call center etc.).

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Optimove

MAY 30, 2023

Respondents were marketing leaders:   Respondents included 221 executives at companies with the following B2C models: digital-first multi-brand, wholesale manufacturers, traditional multi-brands, digital-first direct-to-consumer, and traditional direct-to-consumer retailers with brick-and-mortar outlets.

B2C 93

B2C Survey Multi-Channel Marketing 93

Customer Bliss

FEBRUARY 18, 2016

She just joined LAUNCH; a start-up devoted to reinventing multi channel consumer experiences. Then every year we would create a roadmap using the eco-system visual. Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.

Customer Journeys 100

Customer Journeys Multi-Channel Touchpoint Roadmap 100

NICE inContact

DECEMBER 9, 2015

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. Scalability to satisfy seasonal call volumes. Flexibility to handle growth.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

BirdEye

NOVEMBER 27, 2023

It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience. Location-level reports These reports are tailored for multi-location businesses, offering insights into the performance of each location.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

datastax

OCTOBER 11, 2018

If you’re like many organizations, you are currently hybrid cloud and increasingly multi – cloud — meaning you have a combination of on-prem, hosted, and cloud, as well as multiple private and public clouds in play all at once. Multi-Cloud Database Management Platforms are Key to Success. Data autonomy.

Multi-Channel 74

Multi-Channel Roadmap Strategy Data 74

SuiteCX

JUNE 16, 2017

They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Consumers expect that retailers will know who they are across channels. They want to be able to start the transaction in one channel and finish it in another. Retailers are no longer selling things.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

AWS Machine Learning

AUGUST 26, 2024

This multi-model approach lets us take advantage of the best features of each model, resulting in more comprehensive and nuanced summaries. Multi-model approach Although crafting effective prompts is crucial, equally important is selecting the right models to process these prompts and generate accurate, relevant summaries.

Sales 129

Sales Multi-Channel Metrics Feedback 129

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Thematic

FEBRUARY 24, 2025

Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Why Multi-Channel Analysis Matters 60% of consumers have purchased from a brand solely based on the service they expected to receive.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

JANUARY 7, 2025

Feedback channels like survey tools or review sites. Multi-channel integration ensures a holistic view of customer sentiment across touchpoints. You get a clear roadmap for action you must take. Set Up Integration Integrate your sentiment analysis tool with existing platforms: CRM systems (e.g.,

Analysis 62

Analysis Social Media How To Effort Score 62

NobelBiz

NOVEMBER 6, 2023

Many CCaaS (Contact Center as a Service) providers in the market operate within multi-tenant cloud environments, which often offer limited access to the data necessary for advanced automation. Unified Customer View A consolidated view of customer interactions across channels ensures agents are always informed.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Stores can use these surveys through various channels like email, in-app, chat/messenger, or SMS. The key is to choose the survey channel that best fits your brand’s needs and target audience.

Ecommerce 110

Ecommerce Survey Retail NPS 110

Comm100

FEBRUARY 7, 2018

Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? 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

Software 133

Software Customer Engagement Engagement Social Media 133

SuiteCX

NOVEMBER 3, 2015

How do you ensure that it is delivered consistently across all your delivery channels? What is the customer experience you need to deliver to be competitive? Have you defined what a high quality experience is so that employees know how to deliver it? Nothing is static.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

SuiteCX

JUNE 16, 2017

They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Consumers expect that retailers will know who they are across channels. They want to be able to start the transaction in one channel and finish it in another. Retailers are no longer selling things.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

Gainsight

APRIL 5, 2022

Multi-product companies are bursting with growth potential. However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. What are some examples of multi-product companies?

Company 52

Company Multi-Channel Roadmap Analytics 52

NobelBiz

OCTOBER 2, 2023

Essential Components of a Contact Center Ticketing System Unified Interface: Provides agents with a consolidated view of customer interactions across all channels, allowing for seamless transitions and cohesive communication. Ensure messages reach the right agent across various channels, from SMS to email, webchat, and social media.

System 105

System Contact Center Contact Center Software Social Media 105

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 145

Software Customer Engagement Engagement Omni-Channel 145

AWS Machine Learning

AUGUST 8, 2024

Notably, the team’s work extends to Webex Contact Center, a cloud-based omni-channel contact center solution that empowers organizations to deliver exceptional customer experiences. A typical Webex Contact Center installation has hundreds of agents handling many interactions through various channels like phone calls and digital channels.

Contact Center 126

Contact Center Omni-Channel Multi-Channel Innovation 126

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. Close the loop with respondents.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Thematic

JUNE 17, 2024

Whether you're a seasoned CX professional or just starting your journey, this article will distill the experts' wisdom into seven key takeaways, offering a roadmap to transform your VOC program from a cost center into a powerful engine for growth. " He emphasized that VOC encompasses more than just surveys.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Gainsight

OCTOBER 2, 2024

At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Cultivating Multi-Threaded Relationships Let’s talk about the customer relationship journey. That’s why at Gainsight, we advocate for multi-threaded relationships.

Multi-Channel 52

Multi-Channel Roadmap Customer relationships Report 52

Gainsight

OCTOBER 2, 2024

At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Cultivating Multi-Threaded Relationships Let’s talk about the customer relationship journey. That’s why at Gainsight, we advocate for multi-threaded relationships.

Multi-Channel 52

Multi-Channel Roadmap Customer relationships Report 52

OpinionLab

MARCH 12, 2015

A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. A/B or Multi-Variate testing (MVT) segmentation. As I mentioned earlier, you have a unique opportunity to respond right away to the feedback someone is leaving you on your digital channel. We live in a multi-channel world.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

BirdEye

DECEMBER 19, 2024

AI tools help manage customer inquiries, provide personalized recommendations, and ensure consistent engagement across all channels. Enhanced customer experience Perhaps the most significant benefit is the improved customer experience. This leads to stronger reputation management powered by AI, which helps increase customer satisfaction.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Gainsight

MARCH 19, 2020

And we often have reasons why not to: wardrobe, lighting, background or, dare I say it, not wanting to get caught multi-tasking. Early in Gainsight’s tenure (2014), we had a big client (still a customer today) who had a feature request and wanted to see our roadmap. We all know this one and we all know we should do it. Video works.

Customer Success 85

Customer Success Tips Video Roadmap 85