InMoment XI

DECEMBER 19, 2022

Ask the right questions about the main touchpoints of their journey, not just the start and end. Design Your Survey to Gather Feedback at Every Touchpoint. That’s why survey builders need to consider how to gather feedback at every touchpoint in real time.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Workshop virtually.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Is there a specific journey or group of touchpoints you want to address? Developing CX Personas: The Step Before Journey Mapping.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. (The Touchpoint Inventory. The best leaders are part of the best teams. The worst organizations never attempt to map the journey.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Journey mapping allows you to identify all the behaviours and feelings throughout the entire customer journey.

Customer Experience 397

Customer Experience Culture Workshop Events 397

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. Need help uncovering the broken parts of your SaaS experience? Company What can we help you with?

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. Not everything has to hit the mark exactly, but if the experience you deliver to customers is lacking any identity, you might as well pack it up.

Brands 259

Brands Hotels Consulting Workshop 259

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Onboarding Onboarding emails to new customers or clients are another excellent touchpoint for email signature surveys. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Experience Investigators by 360Connext

MAY 19, 2015

I attended a workshop from a large organization well known for journey mapping. After several years of seeing these types of mistakes, we developed a way to track individual touchpoints that doesn’t require software or designers. Software isn’t the answer, but it can be part of the solution.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

InteractionMetrics

NOVEMBER 21, 2024

” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are a powerful way to align employees on best practices, hone their skills, and practice scenarios they’ll encounter. “I’m glad we could work together to get this resolved.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journey Mapping 68

Customer Journey Mapping Workshop Customer Journey Touchpoint 68

InMoment XI

JULY 24, 2024

These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey. Training and Workshops : Educational resources to empower your team with CX best practices. CX Management Services : Ongoing support to manage and optimize your CX programs.

Technology 195

Technology Customer Experience Workshop ROI 195

GetFeedback

AUGUST 14, 2019

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. Use that feedback, along with what they share in the open text field, to create an action plan for improving the clarity of the invoice.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

2025 71

2025 Article Customer Service Loyalty Programs 71

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

FEBRUARY 16, 2025

Every customer touchpoint is a valuable opportunity to foster brand loyalty. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. How To Use a Customer Engagement Model That Builds Loyalty by Shopify (Shopify) Brand affinity doesnt form overnight.

2025 82

2025 Article Customer Service Loyalty Programs 82

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . This workshop is divided into three parts. Define the Objective .

Customer Journey Mapping 59

Customer Journey Mapping Workshop Customer Journey Touchpoint 59

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

NOVEMBER 20, 2020

Make it step-by-step to include every communication touchpoint. The flow must have different touchpoints based on the customer’s answers. Include an explanation of each touchpoint in a separate document. Consider having on-site training workshops by customer service experts. Consider different scenarios.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

SurveySparrow

SEPTEMBER 29, 2023

And one powerful tool that can help achieve this is a customer experience workshop. But what exactly is a customer experience workshop, and why is it so important? What is a Customer Experience Workshop? Read More: 10 Best Customer Experience Books of All Time Why is a Customer Experience Workshop Important?

Workshop 52

Workshop Customer Experience Roadmap Innovation 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

JANUARY 12, 2021

When I consult and workshop with leaders of organizations on their Voice of the Customer Programs — whether starting from scratch, or trying to fix a strategy that’s not quite working — there are set-up steps we take before we ever start discussions around what tools or metrics to use. So why do so many VoC strategies fail?

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers. Learn from each other.

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. Do not) focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like. Sounds good in theory.

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Touchpoint Voice of Customer 111

Experience Investigators by 360Connext

JUNE 13, 2023

This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

Workshop 83

Workshop Customer Journey Mapping Customer Journey Touchpoint 83

Michel Falcon Experience

APRIL 3, 2019

Not only that, I’m going to teach you how to host a customer journey mapping workshop for your company. Listen to what Steve Mascarin, a local dentist here in Toronto had to say after we hosted a customer journey mapping workshop for his company. Prior to the workshop, this is how we prepared. Well, there’s a lot.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Customer Experience 94

Touchpoint Dashboard

MAY 18, 2014

Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years.

Touchpoint 53

Touchpoint Workshop Hotels Blog 53

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map? Which touchpoints should you include in your customer journey map? And more importantly, which touchpoints should you measure?

Customer Journey Mapping 62

Customer Journey Mapping Touchpoint Customer Journey Workshop 62

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers. Learn from each other.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

Kerry Bodine

OCTOBER 14, 2016

ways to determine whether your assumptions were right or wrong is to invite your customers to a workshop. When we run workshops, we typically include 15-20 customers along with a slightly smaller number of our client’s employees.) Confirm workshop findings with quantitative research. One of the most effective—and fun!—ways

Customer Journey 125

Customer Journey Customer Journey Mapping Workshop 2016 125

Beyond Philosophy

JULY 17, 2017

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. Build-A-Bear: Emotional Touchpoints and Memories. But technology alone is never the answer. Royal Caribbean: Dream Vacations.

Technology 132

Technology Touchpoint Workshop Books 132

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX.

2020 96

2020 Customer Experience Workshop 2019 96

ShepHyken

JUNE 27, 2023

Is every touchpoint our customers experience with us optimized for ease and efficiency? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Is there anything in our process that is unnecessary? Connect with Shep on LinkedIn.

Workshop 129

Workshop Customer Service Training Touchpoint Customer Service 129

Strativity

APRIL 19, 2016

retains Danny Peters as Head of Client Success – Europe, Touchpoint Dashboard. announces an agreement with Danny Peters to represent Touchpoint Dashboard as Head of Client Success – Europe. Peters will lead sales and service for Touchpoint Dashboard in the EU. Says Touchpoint Dashboard Managing Director, Peter Haid.

Touchpoint 40

Touchpoint 2012 Workshop 2016 40

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. Regular Training and Skill Refreshers: Schedule periodic training sessions or workshops to keep the team updated on new features and best practices.

Customer Service 52

Customer Service Management 2030 Omnichannel 52