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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Strategy 422
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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380
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3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

So think about the different touchpoints that pose potential for valuable CX data. Executives in insurance companies have a specific language they speak—and communicating with them effectively is the best way you can prove Return on Investment (ROI). That can matter just as much as the type of questions you’re asking.

Insurance 370
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From Cost Center to Revenue-Driver: Rethinking the Call Center Paradigm

InMoment XI

Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time. These are the moments where customer experience and sales intersect, and where the call center can start delivering serious returns on investment.

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Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis

ECXO

Return on Investment (ROI) : Calculates profitability from specific CX investments. Building a Customer-Centric Culture Creating a 360-degree feedback system involves: Multi-Channel Feedback Collection : Capturing diverse perspectives across touchpoints.

Metrics 374
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2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions

Calabrio

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. Identify all the touchpoints they interact with, from initial research to post-purchase support. As consumers, we expect more than the flexibility of multiple channels. As businesses, we need to deliver.

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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 424