PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. For B2B , we see response rates as high as 50%. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey.

VOC 61

VOC Double-Barreled Question CEM B2C 61

Qualtrics

NOVEMBER 6, 2019

The first step was to identify all the touchpoints along the customer journey and bring 35 representatives together from the many cross-functional teams who impact the overall experience. “We As they looked at the existing customer data, they were able to demonstrate just how interconnected Mastercard’s touchpoints are. “We

CX 33

CX Start-ups Close the Loop Touchpoint 33

Intercom, Inc.

DECEMBER 10, 2020

As CEO of Gainsight , he has done more than most to popularize the category in the B2B SaaS world, and these efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 In the B2B world, it’s not just about the experience. It just isn’t possible to have humans at every step of the journey.

B2B 223

B2B Outlook Sales Touchpoint 223