InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. Here are some strategies for enhancing customer retention and loyalty: 1. It gives insurance brands a leg-up on the competition.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. Consider mapping out a Customer Journey Map to identify touchpoints where your brand can offer support, resolve issues, or provide value.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

NOVEMBER 26, 2024

With practical strategies, global examples, and insights into cultural and operational dynamics, we’ll explore how empathy can evolve into a strategic driver of business outcomes, ensuring it delivers more than words—it delivers results. This dual strategy allows Siemens to maintain consistency globally while respecting regional differences.

B2B 500

B2B B2C Culture Net Promoter Score 500

Experience Investigators by 360Connext

JANUARY 7, 2025

To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Understanding the Basics of Customer Experience Strategy Every department or business function needs a strategy. But this is easy to say and harder to do. Lets dig in.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 454

Customer Experience Customer Journeys Case Study Innovation 454

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Goldilocks and the CX Paradigm: Too Little, Too Much, Just Right.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. An executive steering committee can oversee the CX programs progress, unblock obstacles, and ensure alignment with corporate strategy.

B2B 339

B2B Customer Journeys How To Effort Score 339

Retently

NOVEMBER 27, 2024

Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1. It’s all about having the right growth strategies in place. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

Experience Investigators by 360Connext

AUGUST 20, 2024

Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.

Touchpoint 200

Touchpoint Loyalty Tips Customer Satisfaction 200

InMoment XI

APRIL 3, 2025

The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Successful customer experience strategies integrate data from various business functions to create a more unified approach. Surveys alone no longer suffice.

Culture 195

Culture Social Media Loyalty Government 195

Comm100

DECEMBER 10, 2024

If youre struggling with maximizing player retention, here are five proven strategies that will help you. Conversion Rate % of free players converting to paying players Evaluates the effectiveness of monetization strategies. One of the most effective strategies is to improve graphics and optimize performance.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

NOVEMBER 18, 2024

Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies. The trends identified can inform marketing decisions, product development, and sales strategies. For example, by identifying customers likely to churn, you can implement retention strategies before you lose a customer.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. As consumers, we expect more than the flexibility of multiple channels.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

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. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Executives must prioritize CX as a long-term growth strategy rather than a one-time project. If you enjoyed this read, connect with me on LinkedIn !

Leadership 238

Leadership B2B B2C Effort Score 238

ECXO

OCTOBER 14, 2024

At its core, a customer-centric mindset means putting the customer’s needs, preferences, and satisfaction at the heart of every decision and strategy. 5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. An initial CX strategy takes shape during this stage. It identifies customer pain points across various touchpoints and works to improve them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

JULY 25, 2024

American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models. Investment in Technology and Innovation Although technology is a tool to better CX, and is not more crucial than culture, strategy, and execution, it is an enabler of a better CX.

Customer Experience 494

Customer Experience Customer Centricity Innovation Culture 494

C3Centricity

NOVEMBER 12, 2024

Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront. Source: Forbes. Source: Retail Dive.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

Experience Investigators by 360Connext

DECEMBER 10, 2024

Dont worry: It does get easier with a solid strategy!) Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Saying were customer-centric is not a strategy.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

DECEMBER 6, 2024

From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources. Others may opt for greater autonomy and select a self-service solution that gives them control over their CX strategy while relying on a vendor for technology and minimal support.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

DECEMBER 9, 2024

Brands must foster inclusion through thoughtful CX strategies. Key takeaway: Brands that support well-being , inclusion, and individuality will forge stronger connections and resilience in their CX strategies. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Comm100

MAY 7, 2024

Read on to explore these top strategies to transform your operations and learn how to streamline customer service within your team. Enhancing customer experience : Streamlined customer support provides consistent, high-quality support across all touchpoints, whether through chat, email, or social media.

Customer Service 240

Customer Service Strategy Self Service How To 240

eglobalis

JULY 31, 2024

Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Lumoa

FEBRUARY 9, 2023

By understanding customer needs, preferences, and behaviors, businesses can work to create and maintain customer engagement strategies that meet customer expectations. It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JUNE 7, 2022

I’ve found one such questionnaire, the transactional survey, to be an invaluable tool for assessing almost any customer touchpoint. Transactional surveys can be used to gauge many touchpoints , but the one they’re typically associated with (and the one they’re named for) is a key part of the brand experience: the sale.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

ECXO

DECEMBER 25, 2024

But heres the kicker: delivering an amazing customer experience isnt just a nice-to-have or a way to keep people from getting frustratedits actually a savvy growth strategy all on its own. In todays business landscape, its all about weaving great experiences into the very fabric of growth strategies. Think about it.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

MAY 18, 2022

Learning about key touchpoints is one of the best ways to become aware of problems as they arise. One of the most impactful methods to identify these moments and then reduce friction across your customer journey is InMoment’s Touchpoint Impact Mapping.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. Predicting Moments of Truth Not all touchpoints are equal. New touchpoints emerge, and customer expectations shift.

Touchpoint 62

Touchpoint Social Media Call Center Customer Journeys 62

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195