Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). My client had just returned from a presentation to her executive committee. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

Trends 109

Trends Self Service Omni-Channel Social Media 109

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. They expect recognition at every touchpoint, even if in reality their decisions are influenced by their peers, more than by traditional marketing. These are just six of the many ideas I shared during my presentation.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS.

NPS 453

NPS Feedback Net Promoter Score B2C 453

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. And you could share this progress in formal presentations and messages with key decision-makers. Customer Experience ROI Opportunities in B2B Touchpoints. Why wait to conduct a survey?

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. They expect recognition at every touchpoint, even if in reality their peers influence their decisions more than does traditional marketing. These are just six of the many ideas I shared during a presentation I gave to the faculty of a world- renowned hospitality school.

Industry 266

Industry Strategy Hospitality Hotels 266

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. If tracking behavior is about understanding the present, predictive analytics is about planning for the future. The best part?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

NOVEMBER 10, 2021

The customer experience constitutes various touchpoints from the beginning, middle, and end of the customer journey. Map the Customer Journey The customer journey contains multiple touchpoints, each of which involves unique experiences. You can accomplish this feat by focusing on your customer experience design.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. As promised, we answered the questions we didn’t have time to address during the presentation below. We usually start off with a single touchpoint. Ask yourself: is it just after you close a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

GetFeedback

MARCH 21, 2019

You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. However, the more consciously you can curate and mediate every little touchpoint along the journey, the more insight you will gain and the more meaningful it will be when you map it to your NPS data results.

Customer Journeys 186

Customer Journeys NPS Net Promoter Score Data 186

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts.

Customer Insights 62

Customer Insights Data Analytics How To 62

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks.

Feedback 195

Feedback How To Social Media B2C 195

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. This shows that investing in creating an engaging and long-lasting relationship with customers via digital channels will help you increase the ROI of your efforts and increase the loyalty of the customers you already have.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. But the true distinction lies in depth, clarity, and usability. Enter analytics.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

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

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Analysis 195

Analysis Social Media Analytics Loyalty 195

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations. These core features include: 1.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Comm100

NOVEMBER 13, 2022

The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . Chatbot ROI Calculator – Find out how much money your team could save with an AI Chatbot . Founded: 1999.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Education Services Group

MAY 12, 2021

Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. When it comes to ROI, what’s the best way to leverage CSMs and the perfect level of human and digital engagement for cost-effectiveness? What is it that customers truly expect?

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

SurveySensum

SEPTEMBER 25, 2023

Maximizing Your Video Marketing ROI: A Four-Step Guide Leveraging Customer Feedback Step 1: Collect Actionable Customer Feedback Collecting customer feedback shouldn’t be a mere checkbox activity; it should be an integral part of your business plan. Ready to boost the ROI of Video Marketing with feedback?

ROI 52

ROI Video Feedback Marketing 52

Inbenta

OCTOBER 20, 2020

Our Messenger module inbox centralizes all communication channels and enables your customer service team to have full visibility of each contact and their history of touchpoints with your brand, making it easy to personalize how you support and delight them. Increase ROI.

Interaction 98

Interaction Self Service How To Social Media 98

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

Multi-Channel 101

Multi-Channel Omni-Channel Touchpoint e-support 101

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

transcosmos Information Systems

MAY 31, 2018

There are indeed more ways than one to present and to purchase the things customers need. Today, 45% of consumers prefer a combination of online, mobile, and in-store shopping, so make sure that you are discoverable across all channels to give you the most ROI and opportunities to convert at every avenue.

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. These metrics present the real-world realities of your customer behavior against standards of success you know relate to long-term value.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

Customer Experience 95

Customer Experience Multi-Channel Omni-Channel Touchpoint 95

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. However, simply being present online isnt enoughhow you manage your online presence matters. But visibility alone isnt enough.

Tips 85

Tips Tools Social Media Multi-Channel 85