ECXO

MAY 11, 2023

Is your business truly customer-centric? There isn’t an off-the-peg test to test whether your business is customer-centric. What do your customers say about how they experience your brand, products and services? But, here are a few questions to think about. Who is responsible and accountable for CX? Find out more here.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Lumoa

FEBRUARY 2, 2023

What’s the Difference Between Customer Experience and Customer Service? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. While customer experience is still important, the way someone interacts with you is not like it was a decade ago.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What Are the Main Steps in the Customer Journey?

Customer Journey Map 92

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 92

Zendesk

OCTOBER 20, 2023

Your business is only as successful as your customers are. When you make sure customers have what they need to succeed, you also win as a business. In order for businesses to efficiently and systematically achieve the criteria above they should create customer success plans. Yes, you read that right.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Sales 52

Aquire

MAY 19, 2021

The reality is, customer expectations in the finance industry have changed. And one of the primary drivers has been technology — in particular digital advancements. So, how can financial institutions meet and even exceed these new customer expectations? At a minimum, the customer journey will have four stages: Research.

Customer Experience Management 105

Customer Experience Management Customer Experience Net Promoter Score Customer Journey Map 105

Kerry Bodine

DECEMBER 30, 2020

Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What Are the Main Steps in the Customer Journey?

Customer Journey Map 73

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 73

Experience Investigators

APRIL 13, 2021

They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

ECXO

AUGUST 2, 2023

With almost 300,000 followers on LinkedIn, this is your opportunity to meet one of the main original pioneers of customer experience who have helped shape the whole industry. We look forward to this crucial topic discussion on European customers not so much addressed in CX. Liraz Margalit.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What Are the Main Steps in the Customer Journey?

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

NOVEMBER 10, 2021

To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline. You can accomplish this feat by focusing on your customer experience design. What is Customer Experience Design?

Customer Experience 83

Customer Experience Touchpoint Artificial Intelligence Customer Journey Map 83

Zendesk

SEPTEMBER 5, 2023

Customers expect seamless and personalized interactions that can keep up with the fast-paced, interconnected landscape of today’s digital world. Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Customer feedback will tell you what customers think and feel.

Real Estate 54

Real Estate Touchpoint Government Customer Feedback 54

Kerry Bodine

NOVEMBER 15, 2017

You mentioned a regression analysis that showed that journeys are better predictors than individual touchpoints of customer satisfaction and likelihood to recommend. You can find more information about their research my blog post entitled Why You Need To Measure Journeys—Not Just Touchpoints. You’re a superstar!

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Customer feedback will tell you what customers think and feel.

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Customer feedback will tell you what customers think and feel.

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy. The Focus on Digital Is a Win for Customers.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

PeopleMetrics

NOVEMBER 1, 2022

What is customer experience in banking? Customer experience encompasses all of the touchpoints a business has with a customer that form the customer’s overall impression and feelings towards that business. 7 Promising Trends in Customer Experience in Banking. What’s a Customer Journey Map?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. One way to avoid this slow death?

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164