CloudCherry

MARCH 15, 2018

For instance, leading cable MSOs (Multiple Service Operators) have entered the wireless field to further saturate an overgrown market and make competition even more stiff. Bell Canada and Telus reported increased wireless retention spending for both the full year and fourth quarter of 2016, according to their annual report.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

DCX

FEBRUARY 9, 2025

-Mark This week’s must-read links: Stop Fixing Touchpoints—Fix The Whole Journey One Big Thing: Clearing The Air The Jevons Paradox Enters AI Cigna’s Making Big CX Promises—Will They Deliver? Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Traditionally, personalization at each touchpoint falls under the purview of the touchpoint owner.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Pointillist

AUGUST 26, 2019

Take the time to embed it in every customer touchpoint, including your website, your online applications and mobile apps. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Strategy Net Promoter Score How To 79

Pointillist

JANUARY 19, 2022

Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints. Customers can take multiple journeys at once and often use multiple touchpoints as they accomplish their goal. But it’s hard to know where to start if you’re relying on survey feedback too heavily.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Answer Dash

APRIL 17, 2020

Research from McKinsey found that customer satisfaction is 73% more likely when entire journeys work well than when individual touchpoints do. You need to be able to collect customer feedback data at a number of touchpoints across your customer journey(s) and analyze it in a way that allows you to take meaningful, rapid action.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Michel Falcon Experience

JULY 17, 2015

Keynote: Verizon Wireless Retail Summit. Whether your own company’s customer experience has 4, 8, or even 10 touchpoints doesn’t matter. There will always be a positive ROI when you invest in your customer experience. But first… I’m going to show you five things you need to do to grow your company.

Industry 60

Industry eBook Employee Experience Wireless 60