Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Companies need to focus on the touchpoints which are most influential.

Financial 144

Financial White Paper Books Airlines 144

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 98

2022 Customer Experience Omnichannel White Paper 98

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Social media vs. SEO reach.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. It was a shift backed by data—lots of it. No more shared inboxes.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? Sign-up forms on your website and other interaction touchpoints. When referring to multiple channels, we want you to think about using social media, email marketing, podcasts, paid targeting, organic content, web content, and sales outreach.

Social Media 98

Social Media Metrics Webinar White Paper 98

Comm100

FEBRUARY 25, 2020

When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media. If one agent is responding to support tickets and another is responding to social messages, do they know they just got the same query from the same person?

White Paper 52

White Paper Social Media Omnichannel B2B 52

Comm100

JANUARY 14, 2020

In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. No more social media queries getting sent to the marketing team, who then emails them to customer service. This post includes highlights from our Omnichannel white paper. No more shared inboxes.

Omnichannel 54

Omnichannel 2020 White Paper Social Media 54

Comm100

APRIL 6, 2020

This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. White Paper. Download Now.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

8x8

JANUARY 3, 2018

Having determined the “one version of the truth,” it is necessary for customer experience leaders to map the customer experience touchpoints that underpin management of the customer journey. In terms of the steps to take, again, there are different approaches. How a business does this depends largely on the type of business.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Having determined the “one version of the truth,” it is necessary for customer experience leaders to map the customer experience touchpoints that underpin management of the customer journey. In terms of the steps to take, again, there are different approaches. How a business does this depends largely on the type of business.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Having determined the “one version of the truth,” it is necessary for customer experience leaders to map the customer experience touchpoints that underpin management of the customer journey. In terms of the steps to take, again, there are different approaches. How a business does this depends largely on the type of business.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. 26% of companies rate themselves as good or excellent in creating a complete and integrated view of each customer across multiple products and channels, or at making a current view of necessary customer information available to all customer touchpoints.(1).

Article 48

Article Customer Experience 2009 White Paper 48

Bold360

MARCH 23, 2017

In these cases, our solution is able to transfer the customer to a human-assisted channel or another touchpoint, even to act as a meta-bot and task other bots with a specific function, like transferring funds or completing a purchase. It’s Essential to go Across Messaging Platforms and Connect all Touchpoints. Interested in bots?

Customer Service 58

Customer Service White Paper Download Touchpoint 58

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Customer Engagement 44

Customer Engagement Engagement Social Media White Paper 44

inmoment

SEPTEMBER 6, 2018

Create reporting that includes all customer touchpoint data. We access it using differing tools from CRMs, data imports, social media platforms, or custom queries of data warehouses to try and explore what our customers are saying and feeling. Find a way to measure the touchpoints across your entire organization.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

SurveySparrow

MAY 29, 2020

When you are building a brand, there are a lot of things involved, from getting your website right, being active on social media, having a content calendar, taking photos, etc. White paper. Social media posts. Once you are done with the survey, share it with your customers and the public on social media.

Brands 52

Brands Social Media White Paper Reference 52

Hero Digital

OCTOBER 5, 2019

They allow you to capture more candid feedback than you might get over social media or other online platforms. How many touchpoints—the places your target customers engage with you—are you reaching? Determine your key touchpoints and channels. Map your key messages and content to your touchpoints. The Bottom Line.

B2B 40

B2B Touchpoint White Paper Multi-Channel 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Customers of your subscription services may appreciate a link to your knowledge base sent via social media message, or your fintech customers may want to connect through your app. Add Knowledge Base Links at Customer Touchpoints and Connect Them to Support Channels.

Customer Service 62

Customer Service E-support Article Document 62

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. Touchpoints from the customer journey Time instances Customer data technology. Accumulate case studies and white papers (B2B) .

2022 10

2022 White Paper Social Media Competitive Advantage 10

SmartKarrot

JUNE 11, 2020

Credits to social media and instant communication. In other words, a customer’s journey is nothing but the chain of touchpoints your clients have with your brand before they pay up for the service. If someone ever asks me to define the journey for customers, I would most likely begin with the definition of a customer’s journey.

White Paper 11

White Paper Wireless Demo Fashion 11

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. They combine structured feedback (through surveys for example) and unstructured feedback (social media, email complaints, etc.) Social Media. White Paper.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40