InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. We go down every scary pathway and celebrate those parts of the journey that are beacons of best practices.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. 1: map your customer journey. How do we begin?

ROI 309

ROI Touchpoint Hotels Customer Journey 309

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Stage 3: Analyzers — companies that are already collecting and using data, but they spend a lot of time analyzing it to figure out key insights.

Webinar 150

Webinar Insights Customer Insights Presentation 150

InMoment XI

MARCH 3, 2022

Because if you can predict and solve future customer problems today, you’re already a few steps ahead. And that doesn’t just apply timewise as your customer journey develops. It’s now your chance to transform customer experiences for the better. That’s why the big picture matters. But it doesn’t end there!

Fashion 370

Fashion Government Webinar Measurement 370

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry.

Insights 231

Insights CEM NPS ROI 231

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

ProProfs Chat

AUGUST 14, 2020

And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. 5 Ways to Optimize Customer Journeys Using Live Chat. One of the Hyken’s blogs suggested that.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

OpinionLab

SEPTEMBER 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Here are five key learnings from the webinar: 1. Here are five key learnings from the webinar: 1.

Customer Journey Mapping 117

Customer Journey Mapping Customer Journey Webinar Voice of Customer 117

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

InMoment XI

FEBRUARY 24, 2022

How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? We know that customer experience can be a tough sell—after all, your business has so many priorities! And eventually, how those metrics directly inform the important touchpoints in that journey.

ROI 370

ROI Metrics Presentation Webinar 370

Gainsight

SEPTEMBER 5, 2022

After all, many customers already expect to access resources to help them overcome problems online. Despite customers’ widespread acceptance of digital support, building a DCS function from scratch can be daunting. . Let CSMs build the customer journey . Value realization. Identify key performance indicators (KPIs).

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Webinar 62

Webinar Customer Journey Contact Center Touchpoint 62

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Webinar 62

Webinar Customer Journey Contact Center Touchpoint 62

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. On February 6th at 10 AM PST, join me and Five9 CMO Ryan Kam as we reveal 3 proven ways to master the customer journey to deliver seamless customer experiences.

Webinar 62

Webinar Customer Journey Contact Center Touchpoint 62

GetFeedback

JULY 19, 2019

I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” 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.

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Social Media Webinar Feedback Books 262

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions.

Social Media 195

Social Media Insights Feedback Loyalty 195

ClientSuccess

DECEMBER 7, 2021

Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. The customer success survey.

Customer Journey 83

Customer Journey NPS Webinar Feedback 83

Alida

AUGUST 9, 2017

In a recent Vision Critical webinar , Stephens shared his provocative thoughts and predictions on the evolving role of stores in retail. ” Great customer experience insight from @RetailProphet @visioncritical #cxblindspot. Stephens shared some great tips during the webinar. Begin with the customer journey.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

CSM Magazine

JANUARY 9, 2025

In fact, it’s a necessary security measure that’s quietly undermining digital transformation efforts and creating friction in otherwise smooth customer journeys. Security or Customer Experience? All while maintaining the robust security that builds and maintains customer trust. Can you have both?

Customer Experience 52

Customer Experience 2025 Competitive Advantage Webinar 52

Gainsight

MARCH 9, 2022

You heard that right: in the digital-led approach, CSMs have little or no direct one-on-one contact with your customers. Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you.

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Customer Care 2024 Multi-Channel Contact Center 177

Pointillist

JULY 25, 2018

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. Steps to Implement Customer Journey Analytics.

Customer Journey 93

Customer Journey Events Government Metrics 93

CSM Magazine

DECEMBER 9, 2024

As a matter of fact, a majority of those same organisations have no idea where the problems are occurring in their customers’ journeys, mainly because they haven’t tested the journey for themselves. Beyond the Feature Checklist During our webinar, we’ll challenge the conventional wisdom of cloud transitions.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey Social Media 91

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. At InMoment, we emphasize the symphony of insights that analytics can offer.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Totango

MAY 26, 2021

However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear. Resource: Customer Journey Map Template.

Customer Journey 99

Customer Journey Customer Journey Mapping Webinar Customer Success 99

InMoment XI

OCTOBER 10, 2024

Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed. Focus on creating simple, clear visuals that entice a consumer to engage with you and take the next step in the customer journey. But, reusing content can save time and extend the life of your best-performing content.

Social Media 195

Social Media Management 2024 2027 195

InMoment XI

APRIL 13, 2022

Maybe the insights your program provided can take accountability for 10% of the project’s effects. Like, “what are the best practices to make sure you’re appropriately capturing feedback across the customer journey?” Then you can say, “it wasn’t all from our VoC or CX program but we get credit for that 10%.”.

Metrics 195

Metrics NPS ROI Call Center 195

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Experience Investigators by 360Connext

JULY 14, 2020

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions.

Customer Experience 143

Customer Experience Webinar 2020 Presentation 143

CSM Magazine

APRIL 12, 2023

That’s why Reuters Events is inviting you to attend their upcoming webinar ‘Overcoming Adversity: Drive insights into action with AI-powered listening and consumer intelligence’! Click here to join live or pre-order the recording! Hope to see you there!

Webinar 52

Webinar Customer Insights Insights Competitive Advantage 52

GetFeedback

JULY 22, 2019

That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. . When done properly, a Voice of the Customer (VoC) program will give you real-time insight into your customers’ experiences. How to take action with your customer feedback.

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Webinar ROI Feedback Blog 170