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

InMoment XI

DECEMBER 10, 2024

Incentives like discounts and loyalty points encourage customers to stick with your brand over the long term. Improve Onboarding The onboarding process sets the tone for the customer journey with your brand. Leverage guides, webinars, video tutorials, and newsletters to inform customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. Myth 1: I’ve mapped once; I’m done.

Customer Journey Mapping 203

Customer Journey Mapping Customer Journey Webinar Document 203

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

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. Consider the case of a global retail giant that recently implemented Conversational Intelligence to enhance customer interactions.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

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 CEM 91

InMoment XI

FEBRUARY 24, 2022

Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc. By parsing out the problems your team is solving for, you can show executives how they map onto the customer journey. Tip #2: Tell Stories. Building a Strong CX Foundation with the C-Suite.

ROI 370

ROI Metrics Presentation Webinar 370

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. There are three elements of a customer’s experience.

Customer Journey Mapping 117

Customer Journey Mapping Customer Journey Webinar Voice of Customer 117

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

Experience Investigators by 360Connext

FEBRUARY 12, 2015

There are real and unique challenges with tracking the customer journey for SaaS organizations. While other types of organizations, like consumer packaged goods, also might never interact directly with customers, they might have an easier time identifying them and understanding how they use their products.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

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

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. 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. Your customers can have an issue any time.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. I wish you well in your journey.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

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

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Use Enalyzer and Zapier to automize your customer touchpoints.

Touchpoint 50

Touchpoint Customer Journey Net Promoter Score Social Media 50

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. We usually start off with a single touchpoint.

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments.

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. As much as you automate to the customer, consider automating activities to your CSMs. Watch it here if you missed it!).

Webinar 98

Webinar Touchpoint NPS Definition 98

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. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

OCTOBER 10, 2024

You’ll also want to ensure that your social media strategy aligns with your overall customer experience strategy. This is important to create a seamless experience across all touchpoints. Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed.

Social Media 195

Social Media Management 2024 Multi-Channel 195

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

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

Kerry Bodine

NOVEMBER 29, 2017

Customers use different channels to accomplish their goals, they complete the various steps in different orders, and they bring their own individual needs and expectations to the party. So how can map all the variations in your customers’ journeys? Touchpoints. The answer is that you can’t.

Customer Journey 90

Customer Journey Touchpoint Workshop Webinar 90

AskNicely

MARCH 15, 2018

And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. The Customer Journey Has Evolved. Ironing out the kinks in your customer’s journey. Join Us for a “Smooth” Webinar. Register Here.

Webinar 60

Webinar Customer Journey Net Promoter Score Customer Experience 60

InMoment XI

OCTOBER 24, 2023

It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Collecting data is akin to gathering puzzle pieces. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

CloudCherry

MARCH 28, 2019

But 99% of enterprises don’t bring those journeys into their CX programs. Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company.

Insights 231

Insights CEM NPS ROI 231

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the customer journey , and working to address them.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

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

GetFeedback

DECEMBER 2, 2019

CSAT scores also help us identify where we absolutely must invest in the customer experience. . Using transactional CSAT or touchpoint CSAT along with understanding the overall journey, brands can identify moments when leveraging proactive methods could actually lead to higher loyalty. . Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

InMoment XI

OCTOBER 10, 2023

Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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. You can still register to watch the replay.)

Webinar 54

Webinar Management Touchpoint Customer Journey 54

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