ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Focusing on entire journeys (rather than isolated touchpoints) ensures that improvements have a meaningful impact.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

APRIL 6, 2022

The Aberdeen Group did a study on the use of formal customer journey improvements in companies and discovered some key benefits: 18 time faster average sales cycles 10 times improvement in customer service costs 5 times greater revenue from customer referrals 54% greater return of marketing investment. Identify Touch Points.

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

InMoment XI

NOVEMBER 18, 2024

Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. Customer Journey Mapping Customer journey mapping tracks every touchpoint customers encounter with your organization. What Is Customer Behavior Analysis?

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions.

Healthcare 447

Healthcare Culture Travel Study 447

Experience Investigators by 360Connext

DECEMBER 10, 2024

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. Multiple studies reinforce the powerful potential of investing in CX: Companies that prioritize CX see 1.7x

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Experience Investigators by 360Connext

DECEMBER 29, 2014

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. How do you identify the touchpoints that matter the most? Studies show that 89% of customers will shop with a competitor after a bad customer experience. What do your customers wish they could tell you?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ECXO

MARCH 3, 2025

It helps you anticipate challenges and improve touchpoints. Actionable Insight: Create a detailed customer journey map that highlights key touchpoints, emotional highs and lows, and critical decision moments. Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

InMoment XI

DECEMBER 30, 2021

From an employee side, are you doing something beyond your classic employee engagement study. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

OCTOBER 23, 2024

This is particularly valuable for understanding which touchpoints in the customer journey require a higher level of attention from the organization to improve the perception of the customers. Using AI to Enhance the Experience 1. 123 Real-World Success Stories for Your Inspiration 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI How To Touchpoint Hotels 309

ECXO

AUGUST 12, 2024

Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. Case Studies 1. The case studies of Zoom, Shopify, Figma, Klarna, and ByteDance demonstrate how strategic design can drive significant growth and user engagement.

User Experience 395

User Experience Case Study Financial e-support 395

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” 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

Kerry Bodine

JULY 30, 2017

Journeys—not individual touchpoints—predict business success. In March of last year, McKinsey reported that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments. No individual touchpoint operates in isolation.

Customer Journeys 244

Customer Journeys Touchpoint Culture Banking 244

InMoment XI

MAY 10, 2022

Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product. As you harmonize the touchpoints of your retail brand, you’ll be pleasantly surprised by improved customer relationships and a stronger bottom line.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

GetFeedback

SEPTEMBER 20, 2019

A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . CSAT and CES are touchpoint surveys. Touchpoint surveys should be as short as possible to maximize the response rate.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience. So, how do you flip the script? By embracing a proactive sales process.

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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

SEPTEMBER 18, 2019

Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. . Brands should design for emotions they want to generate, and not assume that being easy is the only thing that matters, nor that every touchpoint requires a wow.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Retently

JANUARY 13, 2025

Studies consistently show that effort is one of the strongest predictors of customer loyalty: According to Gartner , 96% of customers who reported a high-effort interaction said they were more likely to switch to a competitor. What the Research Says About CES? The numbers dont lie effort is a big deal. Your CES tool needs to keep up.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

JANUARY 9, 2024

This means collecting and connecting CX data from every touchpoint and channel for a complete view of the B2B customer journey, then navigating and interpreting that data to understand where to focus for the highest impact for your customer and for your business. The 2021 Buyer Preferences Study: Reconnecting with Buyers” ( [link] ).

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

APRIL 10, 2024

Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the global business arena. The frequency of emotions has been researched in a groundbreaking study by Dr. David R.

Connections 334

Connections Customer Experience Social Media Analysis 334

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. The same goes for uncovering touchpoints and key channels along the customer journey. Use feedback to discover what customers are doing at each stage and how they move along the customer journey.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

CloudCherry

FEBRUARY 26, 2019

Some of the top indicators of growing maturity are: Predictive Analysis is gaining popularity: Studying customers’ past behavior is no longer enough. The study also shows greater analytics sophistication apart from maturity in that 28% of respondents say that their companies use some form of Artificial Intelligence.

Analytics 256

Analytics Report Analysis Study 256

Lumoa

AUGUST 3, 2021

It’s the journey and not single touchpoints that matter Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which often creates misleading results. How to transform the experience by looking at customer journeys 1. This inconsistent feedback can be confusing.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Journey Mapping: Case Study in Action.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 What’s more, studies show that surveys longer than 5 minutes experience a 17% drop in response rates, with the decline increasing sharply beyond 10 minutes. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

GetFeedback

SEPTEMBER 13, 2018

The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. By succeeding in customer engagement, you have a better chance of keeping your customers coming back.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

According to a 2020 study by SaaSquatch , referred customers provide a higher lifetime value than those not referred, and have a higher spending rate than those not referred. A study by BI Intelligence showed how it takes 12 (twelve!) Consider what it takes to build trust throughout the journey. Overlooked moment #4: The Purchase.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

Customer Bliss

AUGUST 3, 2017

For example, the TV service provider industry had the largest percentage of customers who felt annoyed of any industry in the study. But your campaigns and approaches absolutely need emotional touchpoints to be successful. Emotion is critical to a brand’s bottom line. ” This certainly makes sense to me.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Business experts and study data say “yes.” They take their business elsewhere. Now for the good news! Is it worth it?

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Kayako

MAY 4, 2022

Frictionless customer experiences are important because they affect all revenue-related customer touchpoints – customer lifetime value , revenue, referral reputation, and customer churn. Cognitive studies show that switching attention can negatively affect focus and performance. How many screens do your reps have to access daily?

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268