InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Experience Investigators by 360Connext

MAY 11, 2021

Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that. The strategy is about what leaders are involved where, and what actions and plans are required to deliver on the promises made throughout the customer journey. What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. It is also important to know how your potential customers are feeling and what changes you can make to convert them. 4: Don’t Stop.

ROI 370

ROI Return on Investment Social Media Measurement 370

Experience Investigators by 360Connext

APRIL 28, 2020

Brands that are actively promising safety measures, for example, are building on trust when customers see those measures are part of the experience, not just talk. Many have sent emails about those measures, but talk is cheap. Customers are trusting those who are living up to that promise. Click To Tweet.

Customer Journey 225

Customer Journey Measurement Customers Brands 225

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. But there’s a catch. .

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1. And stay tuned!

Customer Journey Mapping 99

Customer Journey Mapping Customer Journey Webinar 2015 99

Heart of the Customer

DECEMBER 18, 2014

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. Unfortunately, they haven’t taken the next step to call it the Customer Easy Score, which is much more fun to say.

Effort Score 138

Effort Score Customer Journey Mapping Net Promoter Score Webinar 138

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. How do you measure engagement rate? Watch the full webinar here.

Customer Journey 117

Customer Journey E Commerce Webinar Communication 117

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

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

InMoment XI

APRIL 13, 2022

Case in point, there’s no one golden method to measuring CX metrics, which is actually why many businesses struggle to create a success framework. Like, “what are the best practices to make sure you’re appropriately capturing feedback across the customer journey?” What are you doing with it?

Metrics 195

Metrics NPS ROI Call Center 195

GetFeedback

DECEMBER 2, 2019

It costs five times more to sell to a new customer than to sell to a happy one. Start with measuring your CSAT score as outlined by GetFeedback. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. How Banks Should Measure Customer Experience?

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

APRIL 23, 2024

How InMoment Can Help Driving Business Results through Smartest Actions The ultimate goal is to deliver tangible outcomes for both businesses and customers. By integrating AI seamlessly into the customer journey, businesses can drive measurable improvements in key CX metrics such as customer satisfaction, loyalty, and retention.

Social Media 195

Social Media Insights Feedback Loyalty 195

Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. What are the key responsibilities and challenges of Journey Managers? Register here !

Webinar 62

Webinar Management Customer Experience Professionals Customer Journey 62

Experience Investigators by 360Connext

MAY 12, 2020

Proactive, thoughtful customer experience can prevent and abate some of the extra burden placed on employees. CX initiatives around specific service moments in the customer journey can lead to a reduction in inbound service contacts quite directly. Related: How to Build & Maintain Customer Trust During Covid-19.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Success Leadership 72

CloudCherry

MARCH 28, 2019

Any of the data that you get from surveying customers about how they feel belongs in this category. But as Bruce Temkin describes in his webinar with CloudCherry, “to successfully implement a transformational CX program, firms need to move from descriptive analytics to prescriptive analytics.”.

Insights 231

Insights CEM NPS ROI 231

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

Kitewheel

JUNE 3, 2020

To advance the customer journey at your business, you need to know how your systems are performing in the present. Especially when things change rapidly, as they did in the first few months of 2020, finding answers to customer journey questions like “What are the paths our customers are taking?”

Customer Journey 52

Customer Journey Webinar Call Center Customers 52

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys? Like exercising, doing something (anything!)

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 120

Customer Success Metrics Customer Journey Customers 120

Enalyzer

MARCH 20, 2018

Every single touchpoint presents a valuable opportunity to engage with your customers, listen to what they have to say and use their feedback in order to optimize your customer journey. With Enalyzer, you can collect and analyze customer feedback, helping you know better and make better decisions to improve customer experience.

Touchpoint 50

Touchpoint Customer Journey Net Promoter Score Social Media 50

Feedbackly

DECEMBER 2, 2022

CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. Invite customers to upcoming free training webinar series.

Communication 127

Communication Webinar Metrics Customer Retention 127

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? Each breach can expose millions of sensitive records, putting both customers and businesses at risk.

2025 52

2025 Customer Experience Competitive Advantage Webinar 52

SurveyGizmo

OCTOBER 5, 2017

This week, alongside industry experts from Mastercard , AlienVault , and OpenWater , SurveyGizmo hosted an hour-long webinar that discussed the details of building an integrated customer experience program in a modern organization. ACCESS THE ON-DEMAND WEBINAR RECORDING HERE]. RELATED CONTENT: What Do Customers Want?

Webinar 65

Webinar Customer Experience Net Promoter Score Culture 65

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Beyond Philosophy

JULY 13, 2016

Having a great Customer Experience is how you get them to come back. Q: How does one tackle a 40-Touchpoint (or more) customer journey as it pertains to providing a consistent Customer Experience throughout all departments? How to Measure Customer Emotions. A: You must break it down into littler parts.

Customer Experience 111

Customer Experience Airlines Banking Retail 111