InMoment XI

OCTOBER 10, 2024

Some customer experience solutions, such as InMoment, offer social media management as an add-on to your customer experience management platform. This helps give you a more holistic view of the end-to-end customer experience. This is important to create a seamless experience across all touchpoints.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. When it comes to building those customer journey maps… well, some things are easier said than done. What is a Customer Journey Map?

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

GetFeedback

JUNE 1, 2020

GetFeedback joins forces with Usabilla to form a CX suite that brings a multi-channel view of the customer experience across your entire customer journey.

Multi-Channel 60

Multi-Channel Customer Journey Customer Experience Customers 60

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. This practice is echoed by thousands of companies around the world.

NPS 468

NPS Feedback Net Promoter Score B2C 468

ProProfs Chat

JANUARY 29, 2020

Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. But, why is that so, and what exactly is multi-channel customer service?

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

TechSee

APRIL 28, 2020

Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions. Users not mindful of channels: Customers no longer make clear distinctions between e-commerce, stores, mobile, and catalogs.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

InMoment XI

FEBRUARY 16, 2024

Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos. This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience. But that’s a limited view of the customer experience. First, understand your buyers.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Alida

DECEMBER 7, 2018

In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape. QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

TechSee

AUGUST 26, 2020

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. McKinsey & Co.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Customer Centricity 124

Pointillist

FEBRUARY 19, 2018

Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. The Need For AI In Customer Experience. 3 Building Blocks for Successful Application of AI in Customer Experience.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions.

Insights 195

Insights Multi-Channel Webinar Social Media 195

BirdEye

SEPTEMBER 11, 2023

This is especially true for multi-location businesses catering to local customers. A positive customer experience, as necessary as it is, is a significant challenge for many businesses. With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Customer Bliss

FEBRUARY 18, 2016

Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies. She just joined LAUNCH; a start-up devoted to reinventing multi channel consumer experiences. Front of the house” – These are what the customers see. Conclusion.

Multi-Channel 187

Multi-Channel Touchpoint Customer Journey Roadmap 187

InMoment XI

JANUARY 17, 2024

The guest experience encompasses all these touchpoints and is part of a larger strategic effort in which customer service plays a crucial part. A single point of contact doesn’t determine the guest experience. It encompasses the entire customer journey — through processes, policies, and people.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

inQuba

MARCH 12, 2025

Media Mix Modelling (MMM) vs. Multi-Touch Attribution (MTA) Two dominant methodologies for measuring marketing effectiveness are Media Mix Modelling (MMM) and Multi-Touch Attribution (MTA). MMM is a statistical method that evaluates the impact of various marketing channels on business outcomes.

ROI 52

ROI Customer Retention Connections Measurement 52

Optimove

JANUARY 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Customer Journey Orchestration is a game changer for marketers. It differs from traditional campaigns and it’s crucial for creating personalized experiences that boost engagement, sales, marketing attribution and customer loyalty.

Customer Journey 72

Customer Journey Multi-Channel Marketing Touchpoint 72

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

BirdEye

DECEMBER 16, 2024

While traditional storage businesses once relied on drive-by visibility and word-of-mouth referrals, modern customer journeys now start online. This shift requires storage facilities to excel in digital engagement while delivering seamless customer experiences from that first online search to the final move-out.

Management 52

Management Multi-Channel Social Media Demo 52

Interactions

OCTOBER 8, 2020

Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Everything in the customer experience is connected.

Customer Journey 62

Customer Journey Multi-Channel Omnichannel Contact Center 62

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Response speed. Integration with your CRM.

Customer Experience 98

Customer Experience Multi-Channel Omnichannel Customers 98

CSM Magazine

DECEMBER 2, 2024

Westcon-Comstor operates across EMEA and APAC, connecting the world’s leading IT vendors with a channel of technology resellers, systems integrators and service providers. “Westcon-Comstor recognizes the important role that a consistently excellent sales process plays within the customer experience. .”

Sales 52

Sales Multi-Channel 2024 Workshop 52