Customer Bliss

SEPTEMBER 17, 2015

There are many approaches to doing touchpoint mapping. In this first session, have employees map a draft of all the touchpoints and identify what they think are the priorities. And then validate the map with customers in a co-creation session where customers come up with new touchpoints as well as identify the priority touchpoints.

Touchpoint 100

Touchpoint Roadmap Customer Journeys Leadership 100

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. When you offer only one better touchpoint, all the other points look and feel even worse. So, take the time to build your customer experience roadmap and align your budgets with it.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

InMoment XI

NOVEMBER 22, 2024

InMoment ensures a complete view of user sentiment across all touchpoints in their journey, delivering an omnichannel customer experience. FeedBear FeedBear helps businesses collect and manage feature requests through feedback boards and roadmaps.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. So, how do you flip the script?

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. Leverage customer data and analytics to understand their preferences, purchase history, and behaviour.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

OCTOBER 1, 2024

By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) 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 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

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

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. 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. The verdict: Company 1 delivered support along 5 touchpoints. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. Actionable Steps: Identify successful email touchpoints that drive engagement and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Retently

OCTOBER 1, 2018

To better visualize it, think of it as a roadmap of the full customer experience. CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

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

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release. Product Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. The verdict: Company 1 delivered support along five touchpoints.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

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 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

JULY 8, 2024

This allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Now, it’s time to explore touchpoint-based NPS campaigns, which offer a more transactional approach.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Foot Locker stands out as a beacon of innovation and customer-centricity. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

JANUARY 2, 2023

Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Because customer experience isn’t just about the customer’s experience in the moment; it’s about how these touchpoints fit into the context of their end-to-end journey with your company. What Is Customer Experience? Your Next Steps.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Consider this your high-level roadmap for developing journey maps and using them to drive action. Journey analytics is one step in the right direction.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. This has been a major communication touchpoint, as has some of the standard plays like the Intranet, email blasts, etc. This past year, it was 800+.

Travel 204

Travel Industry Hotels Customer Journeys 204

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. The main focus on your current journey map should be all the human touchpoints the customer will experience in their journey. Now that youre building digital CS processes, its time to implement digital touchpoints as well.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

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

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

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

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

InMoment XI

JANUARY 25, 2024

Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision. Explore Future Innovations Discuss a vendor’s future vision and innovation roadmap. This can provide valuable insights into their self-awareness, strategic vision, and plans for improvement.

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

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. 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.

Feedback 195

Feedback How To Social Media B2C 195

rethinkCX

JANUARY 27, 2025

Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints. By engaging decision-makers early and offering a clear, results-focused roadmap, organizations can secure the buy-in necessary to implement AI successfully.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Customer Bliss

JANUARY 29, 2015

You have identified the key touchpoints most important to customers and to customer growth. You have created a roadmap that is being actively communicated as you progress. Critical Checkpoint: Before you go any further, make a simple roadmap of the different parts of your customer experience journey.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. chatbots, recommendation engines) to customize touchpoints in real time. How to Act on It Go Transparent : Share your sustainability story across touchpoints. digital-first onboarding).

Trends 52

Trends Customer Experience Omni-Channel How To 52

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

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

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. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162