InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. From an employee side, are you doing something beyond your classic employee engagement study. Check out this resource to keep up with future presentations and discover past webinars. .

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). What customer traits or characteristics influence engagement or purchasing decisions for these segments? What goals or challenges do these segments share?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Let’s explore the key reasons why they lead to higher engagement, integrate seamlessly into workflows and collect feedback without being intrusive: 1. It’s a subtle, convenient way to ask for feedback without being pushy.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

OCTOBER 14, 2024

It’s always better to ask about one aspect of the customer experience at a time to keep respondents engaged. Another thing to keep in mind is maintaining a consistent order in which you present your response options. Incorporate Visual Elements to Make Your Surveys Engaging. Clearly communicate the purpose and impact.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 20, 2022

Providing colleagues with valuable insight and giving them recognition leads to better employee experience and engagement, which in turn leads to a greater customer experience. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard!

Customer Experience 397

Customer Experience Culture Workshop Events 397

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

2024 109

2024 2025 Omnichannel Social Media 109

Customer Bliss

NOVEMBER 29, 2018

Antoinette has held her CCO position for over 4 years now, and while in this role, her executive director told her she needed to figure out how to engage the people who are newly covered. How do you do this and engage customers as a healthcare provider? This was a big first step of engagement. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 110

Retail NPS Touchpoint Feedback 110

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” Checking off “web site” as a touchpoint is part of the process, but it’s better to dig into the specifics of what that means. Information is presented from the company perspective. Wrong move for customers.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Feedbackly

JULY 12, 2023

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

Touchpoint 98

Touchpoint Customer Journey NPS Feedback 98

GetFeedback

MARCH 20, 2019

Present your survey in a way that is easy to complete and visually engaging. This method is proven to boost engagement and reduce unsubscribes. The average adult attention span is just 8 seconds , so there is no time to mess around in terms of engaging respondents. Focus on convenience and ease. Adjust for readability.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

GetFeedback

JUNE 12, 2019

I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. This means any type of engagement a customer has with your company, whether it be on your website, via social, on the phone, in person, etc.

User Experience 329

User Experience Customer Experience Reference Customers 329

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement. In their 2009 meta-analysis presented by Gallup, Harter et al.

Engagement 145

Engagement Employee Experience 2009 Loyalty 145

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Limit surveys to the most relevant questions to maintain engagement and increase completion rates. To make your surveys actionable and engaging, focus on timing, structure, and relevance. This ensures feedback is relevant and actionable.

Events 121

Events Feedback Interaction E-support 121

eglobalis

SEPTEMBER 3, 2024

Most of all I would like you to understand your needs and engage with the right vendors. Looking for quick wins platforms often focus on the Inner Loop (resolving immediate client issues and engaging with detractors) rather than the Outer Loop (making systemic changes to prevent reoccurring issues).

E-support 310

E-support Consulting Demo Feedback 310

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. What is Digital Customer Engagement? However, how is it different from traditional customer engagement?

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

Experience Investigators by 360Connext

APRIL 14, 2020

The more we can define our customer persona, the more we can engage our teams to show her empathy as we do our best to step into her shoes. Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider ways to keep up engagement. What are her hobbies?

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

GetFeedback

JANUARY 16, 2019

The first touch should also be simple, elegant, and engaging. Don’t overwhelm your audience with too many questions in your first touchpoint. Make it brief and engaging by displaying the most important survey question before inviting your customers to take the full survey. Keep it short and simple. Consideration.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

NOVEMBER 13, 2024

A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. Key Takeaways VFRs bridge the gap between online and in-store shopping by allowing customers to virtually try on products, providing a personalized and engaging experience that builds trust and confidence.

Retail 145

Retail Social Media Technology Brands 145

CloudCherry

JULY 10, 2018

Another crucial touchpoint is when a concern or problem arises through a customer service or success team. Listening to and engaging with the voice of the customer is vital to a business’ ability to help customers be successful. ” It is usually a Yes/No or 5-point scale and is presented as an average of all responses.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Descriptive Insights : These insights paint a picture of how a customer has engaged with a brand in the past.

Retail 195

Retail Customer Experience Social Media Magazine 195

Totango

FEBRUARY 28, 2020

So when you get the customer’s attention, you have to maximize every conversation and engagement to prove you are the right partner to nurture their long-term growth. Creating a strong customer engagement strategy makes sure every interaction delivers that value. What is a Customer Engagement Strategy?

Customer Engagement 93

Customer Engagement Engagement Webinar Metrics 93

Experience Investigators by 360Connext

FEBRUARY 20, 2024

for engaging with customers on a more personal level, ensuring they feel truly understood. This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. After all, you might forget a touchpoint.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Experience Investigators by 360Connext

AUGUST 11, 2020

Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Earn the right to engage. I even had a “trust pyramid” that I used in every single presentation that I did. Earn the right to engage.

Brands 271

Brands Touchpoint Customers Healthcare 271

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Review moderation engaging with customers publicly and privately to improve brand perception.

Management 115

Management Customer Experience Roadmap NPS 115

GetFeedback

JUNE 22, 2019

The reason that this technique is so effective is when you cut the fluff, the rest becomes far more engaging. Create short, engaging surveys that don’t take up too much of your customers’ valuable time. Any interaction or touchpoint with your customer should be on brand. 4: don’t break character for any reason.

NPS 304

NPS Net Promoter Score Feedback Brands 304

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Customer Journey NPS 101

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. It was easy to fix and those customers immediately engaged more with the communications they did receive. The non-profit leadership quickly created an outreach program to these highly-engaged donors, leading to more contributions and engagement.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

CSM Magazine

APRIL 10, 2025

Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. Make Self-Service Available Across Key Touchpoints Its important to meet customers where they are by embedding self-service options across all the platforms they use.

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

ChurnZero

MAY 28, 2021

If your goal is to keep your customers loving your product long term, you need to engage new users even after your customer spreads its wings and goes live. How to jumpstart a new user’s experience with targeted engagement. How to maintain regular coaching touchpoints using a tech-touch approach. Basic set-up. Getting started.

Engagement 98

Engagement Touchpoint Events Customer Success 98