InMoment XI

SEPTEMBER 19, 2024

The customer journey maps out the path a customer takes and focuses on individual touchpoints. The end-to-end customer experience, however, is how the customer feels about each of those touchpoints. Metro Bank Metro Bank worked to improve the end-to-end customer experience by restructuring its customer insights program.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

inQuba

MARCH 27, 2025

Intervention Design The right solution enables personalized interventions to influence customer behavior at critical touchpoints. This ensures continuous improvement in conversion rates, retention, and overall CX ROI. For instance, a leading South African retail bank partnered with us to optimize its card application journey.

Net Promoter Score 52

Net Promoter Score ROI Customer Journey Measurement 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Why do some companies ignore this?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter.

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

GetFeedback

AUGUST 14, 2019

While people expect more from their bank, barista, and bariatric surgeon, what they expect is not congruent. . CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Industry matters.

Download 268

Download Customer Satisfaction Measurement 2018 268

Think Customers

OCTOBER 14, 2024

Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). They also need to get department leaders to work together if they’re going to drive ROI.

Contact Center 52

Contact Center ROI Banking Brands 52

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. This can be linked to business metrics to give a true ROI figure. Lost business obviously hits revenues, meaning that a better understanding of why customers have problems at specific touchpoints is vital to improving sales.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

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

BirdEye

NOVEMBER 18, 2024

Performance analytics to get actionable insights that help you continuously improve your social strategy with: Competitor analysis Social media engagement tracking ROI measurement 3. What ROI can businesses expect from social media AI tools? They ensure consistent brand messaging while adapting to local preferences and requirements.

Social Media 59

Social Media Multi-Channel Culture E-support 59

West Monroe

JULY 30, 2023

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. This urgency has only increased.

Banking 52

Banking 2023 Multi-Channel Financial 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 Journey 128

Customer Journey Touchpoint Customers Interaction 128

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Consumers are rarely visiting branches, and digital banking usage has increased exponentially. This will help you understand the most important touchpoints and make an initial plan.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CloudCherry

AUGUST 9, 2018

After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. For example, in a bank, is teller friendliness more important than the speed of service? True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

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 Net Promoter Score ROI Measurement 79

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. Customer experience leaders often face hurdles in budget approval because customer experience ROI isn’t forecasted or quantitatively expressed.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

SurveySensum

APRIL 15, 2025

Pros: Great customer support ROI-assurance User-friendly Offers 360-degree solutions Makes feedback actionable Great value for money Trains to close the feedback loop on request Cons: Integrating third-party apps require technical support A limited number of integrations Pricing A free version is available.

Multi-Channel 52

Multi-Channel Feedback Touchpoint Voice of Customer 52

West Monroe

JULY 30, 2023

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. This urgency has only increased.

Banking 40

Banking 2023 Multi-Channel Financial 40

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. People are more likely to leave their spouse than their bank[ii], so it might seem that banks have no case to answer. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Tag Your Customer Service Touchpoints Employing customer journey analytics in your call center operation has the added benefit of tagging all your customer service touchpoints.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

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 Journey 75

Customer Journey Measurement Net Promoter Score Metrics 75

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. New regulatory frameworks, such as GDPR and open banking, are going to give your competitors access to data about your best customers. >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Currency Alliance

NOVEMBER 4, 2022

So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding? Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

NOVEMBER 15, 2021

Because each customer segment will respond differently to available loyalty incentives, tailoring the customer experience by segment across channels is essential to maximize ROI. Points Bank – where you keep track of all the loyalty transactions and customer’s points balance. Loyalty functionality as a set of microservices.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Pointillist

NOVEMBER 11, 2019

Use Case: How a Retail Bank Uses Journey Analytics to Track FCR Across Service Channels A retail bank uses a customer journey analytics platform to track contact resolution on every service channel. To resolve this late fee, the customers reach out to the bank. How many customers took that path?

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Where: London, UK.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Solvvy

JULY 8, 2022

In competitive markets, like software, banking, financial, and consumer services, people have various options for where to do business. By using both CSAT and NPS, your business can gain insights into your team’s performance and customer satisfaction with every touchpoint on a customer’s journey.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Building an omnichannel experience helps you access customer data from all your touchpoints.

Omnichannel 78

Omnichannel Customer Experience Net Promoter Score Social Media 78

Currency Alliance

AUGUST 15, 2024

But everyone should remember that a customer’s loyalty to a brand is based on their overall perception of value, and their cumulative experience of interacting with the brand – through all touchpoints. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. Take notes and log every touchpoint. Maintain balance and use the one-fourth rule as a guide.

Banking 98

Banking Customer Success NPS Customers 98

Integrity Solutions

SEPTEMBER 28, 2023

In the banking sector this is especially apparent. New research found that just one in five banking customers feels valued by their bank, while good customer service (along with trust and reliability) was cited as having the biggest impact on their decision to stick with a provider. Effective coaching is what closes the loop.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

Experience Matters

APRIL 7, 2015

The NICE Real-Time Web Engage solution helps leading banks, hospitality, digital media, content providers, travel and entertainment companies create meaningful customer experiences on their websites. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

2015 97

2015 Multi-Channel 2014 CEM 97

BirdEye

APRIL 7, 2023

It is also possible that a lead had more than one touchpoint before becoming a customer. If that is the case for your business, make sure to use a tool that can measure multi-touchpoint revenue attribution. Return on Marketing Investment ROI is a pretty standard marketing KPI that every business tracks.

2023 52

2023 Marketing Social Media Return on Investment 52