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

InMoment XI

JUNE 14, 2022

The second NPS survey question is just as important, if not more so, than the score itself because this qualitative data tells you what you need to do to improve end user experience. NPS gives you a glimpse into the minds and hearts of your end users. Customer Satisfaction (CSAT): Because Support Is a Bottleneck.

Metrics 195

Metrics Net Promoter Score NPS Effort Score 195

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

GetFeedback

JUNE 5, 2018

Progressive profiling tools let you tailor your questions to the customer and to where they are in the customer journey. Try working backwards from the user experience you want to deliver. Decide and document those outcomes. Advanced forms. Ask yourself these questions (before you ask your subscribers any).

Document 170

Document Information Consumers User Experience 170

Experience Investigators by 360Connext

MAY 15, 2024

“The big impetus is: Can the listening post provide a direct customer perspective and context to the behavior we are seeing in the other instrumentation we have around the business?” Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Middlesex Consulting

OCTOBER 26, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

Middlesex Consulting

OCTOBER 25, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

CSM Magazine

MAY 3, 2021

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences. Why use customer journey mapping? Here, customer journey mapping can come in handy. Opt for ready-made templates.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Transportation 52

Quadient

JULY 25, 2022

Choosing your Customer Journey Software: our best tips. It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? j.shah-thiel. Introduction.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 52

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Start with a SaaS Customer Journey Map.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

SurveySparrow

FEBRUARY 9, 2024

For some, it could be the desire to find an alternative or enhance an already existing experience. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? But where does this journey start, though? What Is a Customer Journey? There are many aspects to it, sure.

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Totango

JULY 31, 2020

Before implementation begins, collaborate with your customer to discuss milestones and priorities. Record these goals and associated action plans in a shared portal so that you and your customer can document their progress toward important objectives. An onerous onboarding process makes for poor customer engagement.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Kayako

JANUARY 24, 2018

For a business aiming for an effortless experience, it’s vital you’re tapped into the full customer journey. Connecting your customer support software through integrat ions with popular CRMs (like Salesforce ) so that support, marketing, and sales teams know everything they possibly can in any conversation.

Customer Centricity 101

Customer Centricity 2018 Customer Service Customers 101

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

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. Subscribe to the Knowledge Base.

Customer Service 71

Customer Service Omnichannel Social Media Document 71

TechSee

MARCH 10, 2021

With so much more of our lives online, companies are prioritizing the need to deliver engaging, frustration-free online experiences for their customers. Remote visual engagement platforms can help companies achieve this goal at every point of the customer journey. Helping customers from afar is nothing new.

Customer Service 109

Customer Service Demo Engagement Customers 109

Quadient

JUNE 6, 2022

Quadient commits to helping our customers deliver well-designed, accurate, consistent, and timely omnichannel communications to their clients, while delivering a great user experience to customers of our CCM technology. . Shifting from document-based communications—to multichannel experiences. Our theory?

2022 52

2022 Customer Experience Omnichannel Document 52

Wootric

JULY 5, 2020

The second NPS survey question is just as important, if not more so, than the score itself because this qualitative data tells you what you need to do to improve end user experience. NPS gives you a glimpse into the minds and hearts of your end users. Customer Satisfaction (CSAT): Because Support is a Bottleneck.

Metrics 85

Metrics Net Promoter Score NPS Effort Score 85

2020 Research

AUGUST 30, 2022

Improve Your Customer & User Experience with Digital Qualitative Research . The incentives are rich and the stakes high for today’s brands to implement solutions that improve the customer experience (CX) and user experience (UX). What Is Customer Experience (CX)? . Webpage design.

E Commerce 52

E Commerce User Experience Document Consumers 52

Quadient

AUGUST 17, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on implementation of customer journey mapping and other customer-centric tools. Jim Tincher , CCXP, Founder & Mapper-in-Chief, Heart of the Customer. .

Customer Experience 52

Customer Experience Customer Journey Mapping 2021 Document 52

ClientSuccess

MAY 25, 2023

Leveraging SmartCS, the Weekly Pulse Summary feature presents real-time feedback on customer health by summarizing the top 5 things that are going well and the top 5 areas of improvement for customers with issues. ClientSuccess sets the standard for being powerfully simple and simply powerful.

Net Promoter Score 81

Net Promoter Score Insights Customer Success NPS 81

Gainsight

AUGUST 14, 2021

Customer Success. Customer Marketing. With those three departments leading the way, you can also draw in other value-adding teams, such as Documentation, Education, and Support to round out input. Why tap into Product, Customer Success, and Marketing teams? Who should own tracking and instrumentation?

Government 52

Government Document ROI Roadmap 52

Thematic

JANUARY 16, 2019

Using an outside, an automated provider can help as it often is quicker, more reliable, and ensures that any lessons from data are well documented. Fail to understand their customers’ journey. Also, the best way to gather insights on what prompted customers to buy from you is to ask. Not being personal enough.

Customer Insights 59

Customer Insights 2019 Insights Customer Journey 59

Kerry Bodine

JUNE 5, 2019

I’m actually not a fan of terms like awareness, consideration, or conversion when they’re applied to customer journeys. When we’re in a journey mindset, we’re thinking about things from the customers’ point of view — not the marketers’. Any idea which department typically houses the journey manager role?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Quadient

JUNE 22, 2022

According to the IDC MarketScape report, enterprises that seek omni-channel customer experiences through the lens of a customer journey should consider Quadient. Inspire is a well-integrated portfolio with a consistent user experience and shared content and formats across solutions.

2022 52

2022 Multi-Channel Omnichannel Communication 52

Gainsight

OCTOBER 3, 2023

HubSpot’s CRM platform is the bedrock of their customers’ efforts to drive sales, manage customer data, and aid retention efforts. Gainsight, the world’s leading Customer Success solution, helps businesses drive efficient growth by unifying the post-sales customer journey. The result?

Customer Journey 59

Customer Journey Sales Document Customer Success 59

Uniphore

JULY 21, 2021

. ‘Outside In’ Design Thinking Developing a great customer service solution starts at the design stage. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality. List your CX goals beforehand.

Customer Service 52

Customer Service Management Contact Center Social Media 52

Quadient

SEPTEMBER 30, 2022

With CCM, maintaining your documents is faster and easier. In complex businesses, the information that goes into the assembly of customer communications is managed by various teams, including legal, marketing, branding, and compliance. Why is Customer Communication Management important? Customer Communications.

Communication 52

Communication Management Omnichannel Document 52

Pointillist

MARCH 20, 2019

Cost-to-Serve Improving customer experience has a direct impact on reducing the cost to serve customers as it results in streamlined processes, a reduced volume of calls to the customer care center and efficiencies from understanding the end-to-end customer journey.

ROI 59

ROI Customer Experience Banking Call Center 59

SurveySensum

DECEMBER 24, 2024

SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience. It uses multi-level feedback systems to survey customers about their experiences. 10 Best Qualtrics Competitors and Alternatives in 2025 3.

2025 52

2025 Multi-Channel 2024 NPS 52

CustomerSuccessBox

DECEMBER 17, 2021

Decision: At the decision stage, a consumer feels they have a sufficient understanding of the options available and the extent to which they can solve the need that triggered the customer journey. A customer journey cannot be micromanaged. provide a way to measure the effectiveness of customer journey optimization.

B2B 52

B2B Touchpoint Net Promoter Score Customer Journey 52

SurveySparrow

JANUARY 25, 2024

Source: formstack.com Formstack is a workflow automation software that lets you create forms and surveys, streamline document preparation, and gather eSignatures effortlessly. You can customize user experiences by showing or hiding form fields, sending targeted emails, and personalizing the entire interaction based on user responses.

Document 52

Document 2006 E-support Information 52

Gainsight

AUGUST 18, 2022

The ways your customers engage with your product, the customer success strategies you implement, and how you share information across the organization are all more efficient when they are led by digital efforts. It also means documentation can get unorganized quickly. . Product documentation. Enter Gainsight Nucleus. .

E-support 52

E-support Document Demo Leadership 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

Kerry Bodine

JUNE 5, 2019

I’m actually not a fan of terms like awareness, consideration, or conversion when they’re applied to customer journeys. When we’re in a journey mindset, we’re thinking about things from the customers’ point of view — not the marketers’. Any idea which department typically houses the journey manager role?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

I’m actually not a fan of terms like awareness, consideration, or conversion when they’re applied to customer journeys. When we’re in a journey mindset, we’re thinking about things from the customers’ point of view — not the marketers’. Any idea which department typically houses the journey manager role?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Wootric

JULY 5, 2020

The second NPS survey question is just as important, if not more so, than the score itself because this qualitative data tells you what you need to do to improve end user experience. NPS gives you a glimpse into the minds and hearts of your end users. Customer Satisfaction (CSAT): Because Support is a Bottleneck.

Metrics 52

Metrics Net Promoter Score NPS Effort Score 52