NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

InMoment XI

DECEMBER 9, 2024

The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable. Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Heres how: Sustainable Interactions: Conscious design minimizes environmental impact and builds trust.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

JANUARY 9, 2024

100% of B2B customers want self-service options for at least some parts of the buying process. By increasing personalization in interactions, touchpoints, and engagements, you give customers a sense of identity and can more easily attract their attention that way.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Calabrio

MARCH 25, 2025

Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise. Add Improved Customer Self-Service to the Mix, Too Reduce call volumes and empower customers by providing robust self-service options.

Call Center 130

Call Center Measurement Self Service How To 130

TechSee

DECEMBER 11, 2024

Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024. This was helped by continued investment in platform-based approaches, and the continued maturation of omnichannel service or customer platforms. Outcome : Progress at last!

Trends 109

Trends Self Service Omni-Channel Social Media 109

InMoment XI

DECEMBER 3, 2024

It identifies customer pain points across various touchpoints and works to improve them. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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. Is there a product issue, a checkout frustration, or a service gap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

PeopleMetrics

JANUARY 24, 2025

To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints. Customer Service (CS) : A subset of CX, where employees help customers resolve issues, answer questions, or fulfill requests. Understanding this distinction isnt just theoreticalits vital!

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

IntouchInsight

APRIL 4, 2024

Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty. In the dynamic , competitive restaurant industry, every customer interaction counts.

Self Service 208

Self Service Measurement Customer Experience Guest Experience 208

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

Kayako

MAY 4, 2022

Are you ready to deliver Friction-Free Customer Service? Discover Kayako Self Service. Kayako’s Single View provides customer service agents with an integrated view of the customer’s journey from different channels. Poor self-service. What Is a Frictionless Customer Experience? Feeling lost.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

Kayako

NOVEMBER 22, 2017

Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. Self-service is effective and efficient any time of the week. It’s not hard to self-serve when your support portal looks like this. Click To Tweet.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. More self-service choices for the savvy clients Your customers are different. In CX, self-service is the aspirational experience where service is provided to clients with no friction points along their journey.

Financial 243

Financial Trends Self Service Customer Experience 243

CSM Magazine

FEBRUARY 6, 2025

Mapping the customer journey means identifying these touchpoints and crafting solutions to elevate their experience. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Month 3-5 Introduce a self-service returns portal to reduce customer wait times.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). AI in Multiexperience.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? As consumers, we expect more than the flexibility of multiple channels.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Inbenta

OCTOBER 30, 2024

Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments. This trend underscores the need for effective self-service solutions to satisfy consumers’ growing appetite for autonomy and speed.

Self Service 52

Self Service Chatbots Omni-Channel Customer Satisfaction 52

Lumoa

APRIL 28, 2020

Focus on self-service As businesses or organizations are becoming more tech-savvy, so are their customers as well. In fact, 70% of customers actually expect a company’s website to include self-service options. Typical examples of self-services are FAQs, knowledge base and online discussion forums.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

Comm100

MAY 7, 2024

By streamlining workflows, offering intuitive self-service, and automating repetitive tasks, businesses can reduce hurdles, creating a smoother journey and less frustration. They can offer instant responses to frequently asked questions, provide self-service options, and route queries to the appropriate agent.

Customer Service 233

Customer Service Strategy Self Service How To 233

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

JULY 24, 2018

It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period. If you haven’t already, create a customer journey map to plot the major paths customers take, then focus on the key touchpoints. Where are you underperforming?

Video 277

Video Customer Experience How To Customer Journeys 277

DCX

APRIL 1, 2025

This seven-part framework acts like a CX lens to evaluate and optimize touchpoints in real-time. Use it to: Design interactions customers actually want to repeat Reduce time-to-resolution Scale self-service without sacrificing quality These tools empower you to: Pinpoint where you’re going wrong. Make measurable progress.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. What is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Vonage

FEBRUARY 23, 2017

Today’s always connected consumers expect to enjoy a seamless experience across every retail touchpoint, both digital and in-store. Consumers won’t trade price for bad service. Consumers expect self-service customer support options. Customer service centers need updating.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. You need to understand the most important touchpoints and interactions.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Self-service platforms. Create a cohesive community where Millennials can connect and assist each other.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

CSM Magazine

MARCH 27, 2025

Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems. This frees up your team to focus on more complex customer issues.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

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?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

CloudCherry

FEBRUARY 20, 2019

If you’re in the middle of a meeting and discover there’s a new friction point impacting customers, how long would it take to add a new touchpoint with your existing CX platform? A real-time solution would let you pull up the customer journey in the meeting, add a touchpoint and start gathering insights right then.

Strategy 273

Strategy CEM Analysis Self Service 273

InMoment XI

SEPTEMBER 17, 2024

Customer Empowerment Give customers the ability to manage their journey by offering self-service options and transparent processes. This can be done by creating easy self-service options and being readily available through support channels in case they have any questions or concerns. What Is Customer Journey Analytics?

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195