Experience Investigators by 360Connext

DECEMBER 1, 2020

She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. The verdict: Company 1 delivered support along 5 touchpoints.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. So, we folded those 10 steps into the five you’ll find in this post.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Lumoa

JANUARY 27, 2023

Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. Any interaction with a customer- whether before, during, or after a sale- should be counted as a potential touchpoint for audit purposes. 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

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

ChurnZero

DECEMBER 6, 2024

Its a new endeavor, and there arent currently many resources that explain how to begin implementing effective digital CS programs. These outcomes include: Roadmaps for designing and developing future CS programs. These outcomes include: Roadmaps for designing and developing future CS programs. Reduced costs across the board.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

Experience Investigators by 360Connext

JULY 17, 2024

She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Retently

JULY 8, 2024

Resource-Intensive Running an ongoing NPS campaign can be resource-intensive. This process is time-consuming and requires sufficient resources dedicated to this task. This makes it difficult to allocate resources efficiently and consistently manage the feedback. And don’t forget about taking action on the insigh ts.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

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. Each time you spend time, energy, effort, and resources on mapping, you need to start with a goal.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

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

Horizon CX

APRIL 1, 2024

Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

InMoment XI

JANUARY 25, 2024

How InMoment Recommends Leveraging the Magic Quadrant in Your Evaluation Process In our opinion, the Gartner Magic Quadrant can be a valuable resource for buyers navigating the complex landscape of technology solutions. Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision.

Strategy 195

Strategy Roadmap Innovation Technology 195

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Any technology that makes CX poorer has no place on the roadmap. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. They are piloting and embedding AI and GenAI around their core CX design.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. As a result, it is often considered a “board-level” metric.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

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 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Treating them the same leads to missed opportunities and inefficient resource use. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. Once you have assessed your company’s current state of customer experience management, you can identify areas for improvement and develop a roadmap for transformation. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. Leverage feedback to enhance multiple initiatives, such as improved team training, developing proactive approaches to customer interactions, and updating knowledge base resources. .

How To 221

How To Customer Journeys Feedback Survey 221

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 152

B2B NPS Effort Score Survey 152

Comm100

JANUARY 14, 2020

In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Create a digital roadmap for your customers’ journey. Break down your key milestones and consider how you can guide your customers through those milestones using your various digital touchpoints and channels.

Omni-Channel 135

Omni-Channel Social Media Average Handle Time Knowledge Base 135

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Improve self-service resources (e.g., Ticket Volume Breakdown Understanding where your tickets are coming from and what theyre about helps you spot problem areas quickly and allocate resources efficiently. Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

delighted

MAY 20, 2024

No matter your role or industry, web surveys make it easy for you to uncover customer preferences and pain points, and validate your product roadmap. Web surveys for all use cases Collect feedback on specific pages, user flows, or features on your site. Ready to get started?

Survey 92

Survey Roadmap Ecommerce NPS 92

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Analysis 195

Analysis Social Media Analytics Loyalty 195

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

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors. All in all, waiting till something goes wrong to fix it won’t bode well for your brand.

Management 98

Management ROI Touchpoint Comparison 98

ECXO

AUGUST 6, 2024

The human brain, akin to a muscle, has limited resources, and complex future simulations can quickly deplete its energy reserves, making the task feel overwhelming. This oversight can result in a diminished competitive advantage, discontented customers, wasteful resource distribution, harm to reputation, and difficulties in talent management.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. Create a digital roadmap for your customers’ journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

PeopleMetrics

MARCH 25, 2022

The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging. If your organization would benefit from increased insight into customer opinions and has the resources and capacity, creating a CAB can be an excellent investment.

Roadmap 118

Roadmap Feedback B2B Survey 118

DCX

JANUARY 28, 2025

Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. Prompt 2: "What emotional needs and motivations might customers bring to [specific touchpoint or interaction], such as security, excitement, or relief?" —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ChurnZero

MARCH 22, 2023

This roadmap focuses your team on high-priority items, keeps your costs aligned with your segmentation plan, and highlights where you need to apply resources—both people and technology. Start by estimating the time each touchpoint takes to complete. This step doesn’t need to be perfect—it just needs to be directionally correct.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Kayako

FEBRUARY 13, 2019

Are there aspects of your customer touchpoints which can be tech touch? If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention.

Trends 90

Trends Self Service B2B Roadmap 90

TechSee

FEBRUARY 9, 2021

Does your organization have the resources and the expertise to support such a process? It also includes a long-term roadmap that takes into account market/customer needs, so work is planned efficiently. AI Capabilities.

Self Service 109

Self Service CRM Case Study Technology 109

CSM Magazine

SEPTEMBER 20, 2021

Encourage every employee to be a valuable resource for the customers as well as the fellow workmates. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. It reduces your call volume by 10% and frees up 25% of your support resources to focus on more crucial tasks.

Examples 98

Examples Tips Self Service Social Media 98

Comm100

FEBRUARY 7, 2018

Judging Resources and Support Availability. Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? Judging Resources and Support Availability. With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Software 112

Software Customer Engagement Engagement Social Media 112