Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

BlueOcean

MARCH 3, 2025

As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Outdated documentation.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

GetFeedback

MAY 13, 2019

Typically this responsibility falls within your Customer Experience team, or if you have someone whose role involves customer journey mapping. For example, if the feedback is validation that a recent decision had a positive impact on the customer, the action could be very little or nothing at all. Tool selection.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

CloudCherry

MARCH 28, 2019

Most teams will never look at their journey map again – and very few companies will actually use it to inform their CX strategy. Your journey map is the most critical document your CX team has available to you. It helps you understand the context around your customer’s interactions with your company.

Insights 231

Insights CEM NPS ROI 231

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge.

CEM 170

CEM 2018 ROI Metrics 170

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

And, having REAL dates, real ways to measure success, and real discussions about ROI makes everyone happy. Related: Use SMIRC Goals to Define Customer Experience Outcomes 4. Think of customer feedback as collaboration. Being customer-centric means having a solid plan of learning and acting on that feedback.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

InMoment XI

JUNE 5, 2024

DevOps – Applications accessible to a broad set of users with low/no code options for customizations, extensions, automations, and integrations, plus APIs and Git integration for maximum flexibility. Visit our website to learn more about our offerings and why the world’s most customer-centric brands trust InMoment.

2024 195

2024 Social Media Innovation Document 195

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Customer Satisfaction Score (CSAT) .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge.

CEM 150

CEM 2018 ROI Metrics 150

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. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

inQuba

AUGUST 16, 2024

We are excited to share the following new capabilities with you: WhatsApp Media and Document Attachment Processing inQuba now offers the ability to receive attachments via WhatsApp. The are many scenarios where this could be useful to you: The ability to collect documents for onboarding journeys (e.g.

Customer Journey 52

Customer Journey Document ROI 2024 52

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Banking Call Center 59

GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. Take that positive feedback and evaluate how you can repeat your approach for another priority in your customer experience improvement plan.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Business leaders often define CX success as making customers happy or improving Customer Satisfaction Scores, but your customer experience strategy should more clearly define how CX generates real business value. When customers enjoy seamless, personalized experiences, they are more likely to stay loyal.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Omnichannel Touchpoint 52

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Share your plan with customers. Document and capture new initiatives as they arise. Document and capture new initiatives as they arise. Define Your Plan.

Customer Relationships 123

Customer Relationships Customer Success Document 2021 123

Ecrion

JANUARY 12, 2021

Meets Customer Needs | 2. Easy Access to Documents/Services | 3. While 70% of businesses cited their customer retention strategies as average at best, nearly everyone agrees that it is a priority. Using the Cloud for customer experience management is a great way to make changing with the times a simple, no-frills process.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

BlueOcean

MARCH 30, 2018

Peter: As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which we’re sourcing. Whether it’s through call center technology or customer journey mapping, they are aiming to wow the customer and build a seamless experience.

Insights 184

Insights Contact Center Hospitality Culture 184

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score Chief Customer Officer 52

inQuba

AUGUST 19, 2021

So you’re considering investing in a customer journey management solution. You’ve probably realized that your customers’ behaviour is dynamic and increasingly unpredictable, and your normal approaches aren’t cutting it. Briefly, what is Customer Journey Management? Maps don’t change but journeys do.

Customer Journey 52

Customer Journey 2021 Management Insurance 52

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

TechSee

FEBRUARY 19, 2019

A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. Built on its AI-powered platform Shopitag, clients can open pop-up online stores quickly and easily based on precise customer segments and retarget shoppers for maximum turnover.

2019 95

2019 Innovation Telecommunications Events 95

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success.

Customer Journey 41

Customer Journey Metrics Measurement Events 41

Kustomer

APRIL 13, 2022

If you’re able to do this, it will ensure customers won’t have to repeat themselves leading to potential dissatisfaction. Focus on Your Team’s Customer Service Skills. Empower your support agents with the right skills to play their part in the customer journey. Ready to Delight Your Customers?

Customer Service 71

Customer Service Omnichannel Social Media Document 71

Ecrion

JUNE 12, 2018

Now that you have a little better understanding of the big picture, let’s look at customer communications management in a little more detail so you’ll have a greater understanding – and appreciation – of what a good CCM solution can do for you. The Documents of Customer Communications Management.

Communication 59

Communication Management Document Telecommunications 59

Ecrion

JUNE 12, 2018

Now that you have a little better understanding of the big picture, let’s look at customer communications management in a little more detail so you’ll have a greater understanding – and appreciation – of what a good CCM solution can do for you. The Documents of Customer Communications Management.

Communication 59

Communication Management Document Telecommunications 59

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Experience Investigators by 360Connext

AUGUST 26, 2020

Customer experience success is not a one-size-fits-all outcome, but rather a customized understanding of what success means for the organization, your leaders and your industry. There’s been a lot of buzz about the need for more ROI in Customer Experience. Keep an eye on what customers are saying publicly.

Net Promoter Score 143

Net Promoter Score Leadership Metrics Definition 143

Eptica

JULY 2, 2019

Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. 11 Tips to Ensure You Achieve ROI from Your VoC Program.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

Thematic

MARCH 30, 2025

Fix the Issue (or Implement the Idea) and Document the Action This might seem obvious, but you can’t close the loop without acting on the feedback. Ensure you have an internal process to triage customer input and route it to the right team for action. The right strategy will help you improve customer loyalty metrics.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Calabrio

APRIL 11, 2025

Knowledge Base Navigation: Quickly finding accurate information to assist customers. Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards. Understanding the Customer Journey: Knowing how the contact center fits into the overall customer experience.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

ChurnZero

MARCH 6, 2019

This integration will allow you to understand how your customers use your product, asses their health, map and track customer journeys, and give you the means to personalize the customer touchpoints. . . Journey Report. Automate tasks and communications based on customers’ engagement metrics.

Document 9

Document Events ROI Touchpoint 9