Optimove

NOVEMBER 3, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: The Heptagon Awards are back, celebrating the best in CRM marketing. For the first time, the award ceremony will be held live at Optimove Connect 2025, our premier user conference, on March 19-20 in London. CRM Executive of the Year : Laura L.

2025 52

2025 Download 2024 Touchpoint 52

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. How AI is Transforming CDPs Download Now>> 1. Actionable Steps: Identify successful email touchpoints that drive engagement and revenue.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Optimove

JULY 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: In this blog, marketers can gain insights on how AI enables brands to offer relevant, seamless, and personalized experiences across all touchpoints, which can help drive loyalty and optimize customer lifetime value.

Customer Engagement 64

Customer Engagement Engagement Multi-Channel Touchpoint 64

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Is that odd?

Leadership 283

Leadership Culture Customer Centricity 2019 283

Optimove

NOVEMBER 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This Thanksgiving, it’s time to appreciate how AI and GenAI are redefining the role of marketers, allowing them to transcend rigid job descriptions and become more creative, impactful, and precise.

Technology 52

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Optimove

AUGUST 5, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Navigating thousands of concurrent customer journeys in marketing is like managing a thousand flights at once and more. Defining the Position-Less Marketer We introduced the Position-less Marketer at Optimove Connect 2024 and in our article on MarTech.org.

Customer Journey 59

Customer Journey Marketing Touchpoint 2024 59

BirdEye

MAY 28, 2021

To this end, we ask every employee who logs into Birdeye to download the mobile app. For example, our customer service team recently used video chat to connect with a customer who said that their furniture was damaged during shipping and showed us the issue on camera. It’s definitely been a challenge in the past.

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Touchpoint Events Customers Download 64

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. By showing that you understand and care about each individual, you create a stronger emotional connection. Download our customer experience transformation guide today!

Customer Experience 195

Customer Experience Omnichannel Innovation Loyalty 195

Optimove

NOVEMBER 4, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Position-less marketing empowers marketers to break free from rigid roles to reach their full potential. The CRM Marketer Evolution’s Curve Guide Download Now >> What Is a Position-less Marketer?

Marketing 59

Marketing Multi-Channel Download Customer Centricity 59

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Your Next Steps: Taking Action Customer experience involves multiple touchpoints and interactions across various channels and stages of the customer journey. Download Cheat Sheet

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. In Summary Black Friday and the NFL are merging to create a day of unprecedented opportunity.

Sports 59

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Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

Optimove

SEPTEMBER 25, 2023

In an era marked by constant connectivity and digital engagement, the average person interacts with their smartphone a staggering 2,617 times every day, according to research by Dscout. Evoking Emotions Through Mobile Recognizing the emotional role mobile devices play in customers’ lives opens a gateway to connection.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction. For more insights on how to benefit from Opti-X, contact us to request a demo.

Download 52

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ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. Connect with Shep on LinkedIn.

Article 89

Article Customer Service Loyalty Programs 2024 89

Optimove

DECEMBER 25, 2023

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journey 59

Customer Journey Customer Journey Mapping Download Touchpoint 59

Optimove

JUNE 19, 2024

It is important as it enables brands to seamlessly tailor personalized experiences across multiple touchpoints and channels. Optimized Customer Engagement: Marketers ensure consistent and impactful engagement throughout the entire lifecycle by mapping out and optimizing the customer journey across various touchpoints.

Touchpoint 52

Touchpoint Multi-Channel ROI Customer Journey 52

GetFeedback

AUGUST 14, 2019

Take a look: Click here to download the PDF version. . CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Click here to download PDF version of the list. . Click here to download PDF version of the list. . Download the Toolkit. Let’s start with internal factors.

Download 268

Download Customer Satisfaction Measurement 2018 268

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. Download your copy now! Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

GetFeedback

AUGUST 14, 2019

Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers. Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

ChurnZero

DECEMBER 1, 2023

This chapter demystifies customer success, explaining how it connects purchase intent with realized outcomes through proactive and prescriptive management. Customer success everywhere: an organizational philosophy Customer success should be embedded throughout your organization, influencing every department and touchpoint.

Customer Success 52

Customer Success Customer Journey Mapping Touchpoint Customer Centricity 52

CloudCherry

JANUARY 18, 2018

But great experiences are often the ones that connect with members at an emotional level. –> Identify different touchpoints, be available across all these touchpoints, and start listening to members. DOWNLOAD THE CREDIT UNION E-BOOK! Are members truly delighted along their journey with your Credit Union?

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Touchpoint Financial Banking Feedback 225

Talkdesk

DECEMBER 10, 2020

Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey. Driving better CX outcomes is challenging. Contact centers are the missing link in transforming CX.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

ShepHyken

MAY 19, 2024

From the first touchpoint through the entire lifecycle of an organization’s relationship with its users, the CMO is now responsible for everything that happens to engage, educate, and cross-sell each customer. Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice.

Article 89

Article Customer Service 2024 Government 89

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Often, it’s the human and emotional connections that drive repeat business and loyalty. 2021 and Beyond Loyalty Strategy by Retail TouchPoints.

2021 89

2021 Article Rewards Programs Customer Service 89

Upstream Works

NOVEMBER 19, 2020

Connectivity and communications will no longer be centralized in the same way. This is where the use of video and team messaging platforms can really help keep agents connected and feeling part of team. As agents become acclimatized to remote working, many are showing a preference for remaining home-based once the pandemic passes.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

CSM Magazine

MARCH 17, 2023

Take buffering, slow download speeds or bad Wi-Fi connections, for instance. Connectivity issues are beyond a brand’s control. Improving the customer journey means detailing and optimising all customer interactions with your product or business on all channels, devices and touchpoints. Carlton is based in Washington D.C.

Customer Journey 52

Customer Journey Touchpoint Travel Entertainment 52

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. Download your copy now! Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

BirdEye

NOVEMBER 3, 2020

In today’s competitive marketplace, it is easy to lose customers if they do not connect with a brand. Businesses must focus on offering superior customer experiences at every touchpoint: customers expect it , but only 8% believe they receive one. Quality feedback helps you improve your touchpoints and delight your customers.

Customer Centricity 98

Customer Centricity Net Promoter Score Touchpoint Multi-Channel 98

Thematic

OCTOBER 7, 2024

Utilizing multiple sources ensures a comprehensive understanding of customer sentiment across different touchpoints. Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback.

Voice of Customer 62

Voice of Customer Social Media Touchpoint Feedback 62

Happy or Not

JANUARY 18, 2024

From communication styles and personal service, to product recommendations or payment options, businesses can fine-tune every touchpoint, enhancing overall customer satisfaction and building stronger connections with their audience. What’s the significance of connecting feedback data with demographic data?

Download 36

Download Return on Investment Customer Satisfaction Connections 36

TechSee

JULY 28, 2022

Download our 2022 State of the Service Market Report to learn more on how to improve your self service stack. #1: For this reason, customers often use chatbots to connect with a human agent, rather than to resolve an issue (we’ll dive deeper into this in a moment). 1: Chatbots Just Don’t Understand. Conclusion.

2022 109

2022 Interaction Touchpoint Download 109

ViiBE Blog

JANUARY 19, 2022

Download now 2. This too leads to a lot of tension between the manager-agent and affects their relationship. To avoid this, companies can implement visual assistance that will directly connect employees in one click with no download needed to assist the customer in the after-sales process. 5 Remote work challenges 2.1.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Clarivate

MARCH 7, 2017

How can you measure improvement of those touchpoints in a way that matters to a customer? Does your customer survey give you additional insights about these touchpoints today? >> To Download the full report, please visit The ROCX Report page here.

Touchpoint 40

Touchpoint ROI Return on Investment Financial 40

SmartKarrot

SEPTEMBER 19, 2023

Go-to deliverables Each deliverable has distinct characteristics, with some being impossible to accomplish without the necessary technical expertise, whereas others need an emotional connection to work. Branding and messaging Brand awareness has now evolved together with the communication channels used by people to connect with companies.

Download 10

Download Marketing Social Media Document 10