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). My client had just returned from a presentation to her executive committee. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey.

ROI 370

ROI Metrics Presentation Webinar 370

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

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. As Liquidation Channel’s Alex Paez-Gerstenhaber said during her presentation, customer experience should be a strategic priority. Get closer to your employees. Photo credit: The CX Exchange Retail .

Retail 189

Retail 2018 ROI Touchpoint 189

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. And you could share this progress in formal presentations and messages with key decision-makers. Customer Experience ROI Opportunities in B2B Touchpoints. Why wait to conduct a survey?

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

GetFeedback

MARCH 21, 2019

You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. However, the more consciously you can curate and mediate every little touchpoint along the journey, the more insight you will gain and the more meaningful it will be when you map it to your NPS data results.

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks.

Feedback 195

Feedback Social Media B2C 2024 195

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. This shows that investing in creating an engaging and long-lasting relationship with customers via digital channels will help you increase the ROI of your efforts and increase the loyalty of the customers you already have.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Social Media 195

Social Media Metrics Telecommunications Insights 195

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. But the true distinction lies in depth, clarity, and usability. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations. These core features include: 1.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

SurveySensum

SEPTEMBER 25, 2023

Maximizing Your Video Marketing ROI: A Four-Step Guide Leveraging Customer Feedback Step 1: Collect Actionable Customer Feedback Collecting customer feedback shouldn’t be a mere checkbox activity; it should be an integral part of your business plan. Ready to boost the ROI of Video Marketing with feedback?

ROI 52

ROI Feedback Marketing Social Media 52

Inbenta

OCTOBER 20, 2020

Our Messenger module inbox centralizes all communication channels and enables your customer service team to have full visibility of each contact and their history of touchpoints with your brand, making it easy to personalize how you support and delight them. Increase ROI.

Interaction 98

Interaction Social Media ROI Reference 98

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. They expect recognition at every touchpoint, even if in reality their decisions are influenced by their peers, more than by traditional marketing. These are just six of the many ideas I shared during my presentation.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

Education Services Group

MAY 12, 2021

Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. When it comes to ROI, what’s the best way to leverage CSMs and the perfect level of human and digital engagement for cost-effectiveness? What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

transcosmos Information Systems

MAY 31, 2018

There are indeed more ways than one to present and to purchase the things customers need. Today, 45% of consumers prefer a combination of online, mobile, and in-store shopping, so make sure that you are discoverable across all channels to give you the most ROI and opportunities to convert at every avenue.

E Commerce 83

E Commerce Omnichannel E-support Multi-Channel 83

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. The best support experiences still rely on real human interaction at specific touchpoints. Sometimes, these failures exist in specific touchpoints. image source: superoffice.com.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. However, simply being present online isnt enoughhow you manage your online presence matters. But visibility alone isnt enough.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. These metrics present the real-world realities of your customer behavior against standards of success you know relate to long-term value.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience NPS 40

inQuba

MAY 23, 2022

To measure ROI and the impact of strategies, and fine-tune to further optimize. More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. The output is a static visualization of the customers’ path across touchpoints as they attempt to reach their goals.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Totango

AUGUST 21, 2020

I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. SC: Totango is very easy to use and is cloud-based.

Innovation 117

Innovation Customer Success NPS Reference 117

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. They don’t want to risk buying additional seats without proof of ROI in case they go unused. The customer’s ROI grows with the number of people who see value from the product.

ROI 98

ROI Presentation Metrics Sales 98

Pointillist

AUGUST 26, 2019

Take the time to embed it in every customer touchpoint, including your website, your online applications and mobile apps. Customer journey analytics is an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks.”

NPS 79

NPS Net Promoter Score ROI Measurement 79

Pointillist

DECEMBER 10, 2019

Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. It is the present value of all estimated future profits from a customer over the course of their relationship with your company. Kerry Bodine, CEO at Bodine & Co.

NPS 111

NPS Net Promoter Score Customer Journey Metrics 111

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. They expect recognition at every touchpoint, even if in reality their peers influence their decisions more than does traditional marketing. These are just six of the many ideas I shared during a presentation I gave to the faculty of a world- renowned hospitality school.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results. In fact, high performers are 9.7

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Optimove

JULY 9, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Mastering customer data is crucial for marketers to personalize experiences, boost loyalty, and maximize ROI. As a business grows and customers evolve, every interaction and touchpoint present opportunities to leverage new data to deliver personalized experiences.

Marketing 52

Marketing ROI Return on Investment Download 52

Lumoa

NOVEMBER 10, 2021

The customer experience constitutes various touchpoints from the beginning, middle, and end of the customer journey. Map the Customer Journey The customer journey contains multiple touchpoints, each of which involves unique experiences. You can accomplish this feat by focusing on your customer experience design.

Customer Experience Design 78

Customer Experience Design Customer Experience User Experience Touchpoint 78

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. US ET): Are 2010s Practices Shrinking Your CX ROI?

Leadership 62

Leadership ROI 2006 Touchpoint 62