InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. Ensuring some consistency across these touchpoints is key. Surveys alone no longer suffice.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

FEBRUARY 3, 2025

For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale. Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. The AI Debate: A CX Game-Changer or Trust-Buster?

2024 195

2024 2025 Download Roadmap 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. Even though they often engage with you, your competitors can still sway them. Discounts or points-based programs make customers feel valued and encourage long-term engagement.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 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. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It also shows how well your trial plan acquires new customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. It identifies customer pain points across various touchpoints and works to improve them. The model encourages greater employee engagement as the CX program continues to progress.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience. Yet some organizations still act like only customer-facing employees need to be connected to the customer experience. Some of the ways they’re connected are more obvious than others.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

DECEMBER 10, 2024

It enables you to pinpoint specific user profiles for re-engagement. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

ShepHyken

NOVEMBER 18, 2024

Know what they want to get and how they want to feel as a result of engaging with the brand. In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. Understand what matters most to the customers you want to build a relationship with.

Brands 140

Brands 2023 Touchpoint Financial 140

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

NOVEMBER 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. For example, low engagement or transaction frequency will likely be true for most churn cases.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Blueshift

JANUARY 14, 2025

Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant. But for marketing teams, connecting these touchpoints isn’t easy.

Customer Journey 105

Customer Journey Multi-Channel Marketing Touchpoint 105

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Medallia Agent Connect (former Stella Connect) Medallia Agent Connect is the former Stella Connect product, after Medallia has acquired it.

Retail 134

Retail 2024 Customer Service Feedback 134

InMoment XI

FEBRUARY 3, 2022

This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever. How are you connecting with them? Revolutionary even. Tip #1: Seamless and Efficient Experiences Are a Must.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Make no mistake: dashboard fatigue is very real so you need to balance engaging employees in the company’s CX efforts with information overload.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Tackle those trickiest touchpoints in 2015. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Invite a customer into your board meetings. Keep learning!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. Humans are wired to justify their emotional decisions with logic, making emotional connections a powerful tool for marketers.

ROI 52

ROI Customer Retention Connections Measurement 52

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. . Reading this told me that effort is not the only important element of great customer experience; a strong emotional connection to the brand is also key. .

Loyalty 257

Loyalty Touchpoint Books Article 257

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. Step 3: Define your touchpoints.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Experience Investigators by 360Connext

MAY 20, 2015

Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? Many leaders have an idea of the big picture.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Engagement 145

Engagement 2009 Employee Experience Loyalty 145

InMoment XI

OCTOBER 25, 2024

It’s important to deliver a consistently positive customer experience across all touchpoints. These pages help you connect with diners in specific regions and address their concerns. They help you engage the local community and show them that you’re more than just a place to dine.

Feedback 195

Feedback Management Social Media 2024 195

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Limit surveys to the most relevant questions to maintain engagement and increase completion rates. This ensures feedback is relevant and actionable.

Events 120

Events Feedback Interaction E-support 120

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 109

Retail NPS Touchpoint Feedback 109

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Increase Revenue. Lower risk.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

InMoment XI

MARCH 22, 2025

Keeping customers happy and engaged is an excellent first step. Spotting pain points helps you connect, solve problems, and earn trust. Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. Want to improve your account health?

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

Experience Investigators by 360Connext

APRIL 27, 2021

Every touchpoint in the customer journey is an opportunity to make a lasting impression. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291