Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. product quality, unclear policies, or marketing misalignment). Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

ECXO

AUGUST 6, 2024

Practical Implications Understanding the role of cultural and societal influences can help in designing interventions and policies that foster future-oriented thinking. 4. Customer Journey and Touchpoints a. This results in a smoother and more enjoyable customer experience across all touchpoints.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. They need conversational analytics or customer review analysis to help track, analyze, and personalize interactions seamlessly across all touchpoints.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Thematic

MARCH 20, 2025

For example, Vodafone leveraged Thematic to track Touchpoint Net Promoter Score (tNPS) in real-time, allowing teams to triage customer concerns before they escalated​ 6. Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

DCX

JANUARY 28, 2025

This might mean better training, clearer policies, or just more autonomy. Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. Break down specific practices or policies that make them stand out." What works today might not work tomorrow.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Wootric CX Blog

MARCH 15, 2020

Establish a company policy of flexibility. For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Improve customer experience at customer journey touchpoints. You’ll be remembered for it. .

Company 125

Company e-support How To Chief Customer Officer 125

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

DCX

NOVEMBER 17, 2024

Are your policies fair and customer-friendly? If you’re serious about getting everyone on the same page, this is your roadmap! Reform housing policies. Why it matters: This talk is your reminder that CX isn’t just about touchpoints—it’s about people. Are there points where friction creeps in?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

SurveySensum

MARCH 12, 2025

Customer Satisfaction Managers For those responsible for the customer experience , cross-tab data visualization transforms standard satisfaction surveys into a detailed roadmap of customer behavior. Customers who face longer claim processing times tend to report lower satisfaction, particularly in specific regions or for certain policy types.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

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? Does the vendor have a transparent privacy policy? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In For example, with UserVoice.).

Software 131

Software Customer Engagement Engagement Social Media 131

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

SurveySparrow

AUGUST 28, 2023

Have you ever wondered what makes some businesses effortlessly stand out, captivating their customers at every touchpoint, while others struggle to keep up? User-Centric Design A frictionless customer experience revolves around designing every touchpoint with the customer in mind. Delays can lead to abandonment.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Map and trigger different journey touchpoints with the data warehouse. Collecting CX journey feedback (2-4 touchpoints). Upgrade the NPS program.

Effort Score 52

Effort Score Roadmap Touchpoint NPS 52

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Example 3: Customer Experience (CX) Teams Closing the Loop In the case of billing complaints, CX teams close the loop by proactively reaching out to customers, explaining the billing policy changes, and ensuring transparency in future invoices.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

JUNE 4, 2024

They’re not major breakdowns but those recurring minor annoyances: a confusing website, slow response times, inflexible policies, or other customer friction points. Consider touchpoints like onboarding, renewals, loyalty programs, etc., Analytics provides the roadmap, but true transformation requires intent.

Customer Experience 62

Customer Experience Customer Journeys Effort Score Multi-Channel 62

West Monroe

APRIL 3, 2023

Monthly forums: Establishing regular communication touchpoints as early as possible will help uncover potential conflicts or risks. An integrated frost/freeze plan between major programs can also maintain strategic alignment and confirm buy-in from major stakeholders through the governance and escalation process.

Management 52

Management Government System Technology 52

SurveySensum

NOVEMBER 22, 2021

Appoint owners of touchpoint responsible for their team to make follow-up calls. If the head of the department of touchpoint owners cant take an action on the customer issues then inform the customer about it. It should be owned by the owner of that department/touchpoint and their teams. Be transparent. .

Feedback 52

Feedback B2C B2B Touchpoint 52

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience. This department is crucial for customer centricity as it enables seamless interactions across all touchpoints.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

CSM Magazine

JUNE 12, 2020

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. Instead, they thread backend systems into a single platform with multiple-access touchpoints. To understand a business is to know how these relationships interoperate with each other.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

North Highland

SEPTEMBER 27, 2019

Once these opportunity areas have been defined, organizations can then design data-driven interactions, prioritize these interactions by applying the criteria of desirability, viability, and feasibility, and roadmap the deployment of these designs. This final set of activities completes the strategy. Double -down on data governance.

Data 40

Data Government Social Media Roadmap 40

ClearAction

NOVEMBER 18, 2015

This can help you to develop a multi-year organizational adoption and accountability roadmap for customer experience excellence. The customer experience journey is horizontal, not vertical or confined to a single touchpoint. And that's key toward nurturing a customer-centric culture.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

SurveySensum

JULY 12, 2023

By gathering customer feedback at these touchpoints, you can identify areas for improvement and tailor your strategies to better meet their expectations. Develop a roadmap that outlines the steps to be taken, responsible parties, and timelines for implementation. This is where intervention is required.

Retail 52

Retail Survey Feedback Roadmap 52

SurveySensum

JULY 12, 2023

By gathering customer feedback at these touchpoints, you can identify areas for improvement and tailor your strategies to better meet their expectations. Develop a roadmap that outlines the steps to be taken, responsible parties, and timelines for implementation. This is where intervention is required.

Retail 52

Retail Survey Feedback Roadmap 52

SurveySparrow

JULY 27, 2023

Whether it’s personalized recommendations, targeted offers, or interactive chatbots, AI ensures that every touchpoint with the customer feels relevant, meaningful, and engaging. By having a clear roadmap, you can prioritize AI solutions that address your business needs and avoid unnecessary complexities. #2

Analysis 52

Analysis Marketing B2B Tools 52

SurveySensum

JANUARY 12, 2024

These businesses show a dedication to a shared path of progress by allowing consumers to beta test new products and by publicly releasing product roadmaps that are based on feedback from users. Create Customer Journey Maps for Seamless Experiences Develop comprehensive customer journey maps to understand touchpoints and pain points.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

SurveySparrow

NOVEMBER 2, 2020

As it is going to be a mainstay for quite some time in the future, it is pivotal that you come up with policies where each employee feels included. It is the duty of the business to chart a roadmap for the future of each employee. You might think how would keeping customer-first as a policy help with engaging your remote employees.

Employee Engagement 59

Employee Engagement Engagement Culture Communication 59

delighted

MARCH 24, 2020

Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. By deploying FAQs on their website for top requests around their return policy and order tracking, they empowered customers to self-discover answers and deflected a substantial volume of requests from their support queue.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. 7 Data Security and Privacy Transparency: Clearly communicate your data security measures and privacy policies during onboarding. Let them know their input is valued and considered. #7

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Qualtrics

AUGUST 11, 2021

Just as building a business case is always the logical starting point for any new strategy, it is equally important to develop an implementation roadmap that is tailored to your organization and is clear in its desired outcomes. . Finding the right EX coach/partner. Taking an employee-centric design approach.

Employee Engagement 26

Employee Engagement Employee Experience Banking Engagement 26

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. See how delivering real-time, 1-to-1 personalized experiences across touchpoints can drive measurable benefits for your company. Aleisha Woodward, Deputy Assistant Secretary, Policy Bureau of Educational and Cultural Affairs.

Government 29

Government Leadership Roadmap Culture 29

SmartKarrot

FEBRUARY 8, 2022

Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Own policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactions. Engage actively in client discussions to position the value of the solution.

Customer Success 19

Customer Success Roadmap Conference Measurement 19

SmartKarrot

AUGUST 13, 2021

Serve as the voice of customers to inform product roadmap decisions. Oversee strategy, planning and execution of Modsy’s customer success goals, including defining specific near-term and long-term customer experience metrics, goals, and roadmap.

Customer Success 10

Customer Success Roadmap Consulting Touchpoint 10

Lumoa

JANUARY 27, 2023

For example, it could be problematic staff, a lack of a return and exchange policy, or slow responses to customer inquiries. Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. Here are a few touchpoints to consider: Social media. Is it the usual method they use?

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195