Execs In The Know
MARCH 4, 2022
While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Today’s consumers engage with businesses through a growing number of channels, creating a complex web of customer touchpoints.
Execs In The Know
APRIL 7, 2022
PHOENIX, ARIZONA, US, April 7, 2022 / EINPresswire.com / — Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of the CX Leaders Trends & Insights: 2021 Corporate Edition report which debuted at the company’s Customer Response Summit event in Clearwater, Florida (March 28–30, 2022).
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Beyond Philosophy
APRIL 26, 2017
million people visited Universal Studios Florida in 2015, and 20.5 Every customer’s journey has emotional touchpoints that influence the customer’s emotions, for better or worse. It costs a family of four over $1200 to spend three days at Universal’s three parks, and that’s just the admission price.
Beyond Philosophy
JUNE 7, 2016
Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.
CX Journey
DECEMBER 20, 2017
It’s crucial, however, to ensure your voice is delivered consistently across touchpoints. Ensuring every touchpoint is covered and delivering the same level of service may seem daunting, but customers will take notice. This is a mistake that’s easily avoided with just a little attention to detail.
Execs In The Know
APRIL 29, 2022
26% of cases require 5 or more human touchpoints. Here are a few highlights: An average CX employee spends only 66% of their day actively working to resolve cases or tickets. 10% of cases require 11 or more interactions to resolve. A majority of cases require at least 4 unique applications to solve.
Execs In The Know
MARCH 14, 2022
Understanding which product features, or digital touchpoints create noise, frustration, or confusion — demands fingertip access to high-quality data across all departments. Yet, surprisingly few product and CX teams actually have this ability today.
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