InteractionMetrics

JUNE 19, 2023

When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. The solution was the iPhone. Apple had set the bar.

Customer Loyalty 52

Customer Loyalty CX Net Promoter Score E-commerce 52

ECXO

AUGUST 2, 2023

A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy. However, of fundamental importance and impact on enterprise technology design and customer-centricity Thank you so much Dr. Liraz Margalit, for your excellent talk here in the ECXO. Liraz Margalit.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Aquire

NOVEMBER 17, 2021

While some institutions were equipped to handle this change, many smaller banks and credit unions were left scrambling to adapt — but now the playing field is more level and financial institutions of all sizes have implemented new digital technologies. Seventy-one percent of banks are ‘slow starters’ for digital innovation. McKinsey ).

Customer Experience 102

Customer Experience Finance CX Government 102

SugarCRM

MAY 5, 2022

We wanted to understand how technology is transforming the expectations of sales and marketing leaders and their customers, which roadblocks and blind spots are causing sales friction and contributing to churn, the impact of misalignment between sales and marketing, and the impact this has on organizations. Things to Look Out For.

AI 49

AI CRM Touchpoint B2B 49

SurveySensum

FEBRUARY 9, 2024

Whether it’s industry reports, government publications, or reputable databases, basing your research on reliable sources supports the validity of your findings. However, some reliable sources include government websites and established research institutions like the Pw Research Center and the Brookings Institution.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

ECXO

APRIL 13, 2023

This, alongside cultural factors, can also impact innovation and creativity. Lack of investment – some experts believe that French businesses have been slower to invest in customer experience, technology and training, which can lead to a lack of innovation and progress in this area. And not just in Europe.

Customer Experience 52

Customer Experience CX B2B B2C 52

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet. Customers want unique, special and innovative.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Execs In The Know

DECEMBER 8, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Necessary data security updates in technology and WFH office requirements. Virtual hiring, training, onboarding and employee experience obstacles.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Necessary data security updates in technology and WFH office requirements. Virtual hiring, training, onboarding and employee experience obstacles.

Contact Center 52

Contact Center Touchpoint Government CX 52

Kerry Bodine

MARCH 8, 2017

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. They’re not referring to the food, drinks, décor, or cleanliness — and they’re certainly not thinking about the systems of people, processes, and technologies that enable the restaurant to serve customers every day.

Education 86

Education Innovation Government Start-ups 86

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

1 to 1

DECEMBER 22, 2021

The nature of work has changed, but human needs haven’t: technology alone isn’t going to retain your employees, a better and livable wage will. The need for rapid information on vaccinations, employment, and government mandates has skyrocketed the need for self-service and deflection to help manage volume surge.

Contact Center 26

Contact Center Machine Learning Government Touchpoint 26

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom, Inc.

MARCH 12, 2020

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. Map out every touchpoint between you and your customer and focus on making them as positively unforgettable as possible. One way to avoid this slow death?

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Get hands on with the technology. Take an XM deep-dive into Government and Public Sector. Jump straight to: Morning mainstage inspiration. World-class thought leadership.

Government 29

Government Touchpoint CX Education 29

Hodusoft

MARCH 22, 2022

The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. This was an opportunity to network with the industry’s top decision makers and showcase our advanced Call Center software, which is one of the most innovative solutions currently in the market.

Contact Center 98

Contact Center Innovation Government Omnichannel 98

Hodusoft

OCTOBER 26, 2021

Technology makes humans realize the potential that the future holds. At the GITEX Technology Week 2021, the leaders of the world’s renowned technology companies exhibited their ambitious products and services. We are inspired by our customers, their desire to learn, innovate and evolve to enrich everyone’s lives with technology.

Contact Center 52

Contact Center Government Omnichannel Technology 52

Qualtrics

FEBRUARY 17, 2020

Get hands on with the technology. When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Government + Public Sector — 15:00-15:45 // Weds, 11 March.

Government 34

Government Gaming Healthcare Innovation 34

Zendesk

MAY 3, 2021

Improving IT security, internal collaboration, offering customer service across multiple channels, and flexible technology are high priority touches for companies that have adapted to new workflows and processes. 70 percent anticipate having more budget to invest in CX technology in 2021. Check out our whitepaper on CX in FinTech.

CX 52

CX Manufacturing Entertainment Healthcare 52

Qualtrics

FEBRUARY 18, 2020

Get hands on with the technology. When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Jump straight to: Morning mainstage inspiration.

Education 29

Education Government Social Media Healthcare 29

Qualtrics

FEBRUARY 17, 2020

Get hands on with the technology. They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. CX Program Management and Governance. Government + Public Sector — 15:00-15:45 // Weds, 11 March.

Customer Experience 29

Customer Experience B2B CX Government 29

Qualtrics

OCTOBER 6, 2021

They look to signals like growth metrics, competitive innovation, employee productivity, etc. Improve the experience at every touchpoint, on every journey. This data is also combined with experience journeys, so you can see the “what” and “why” at every touchpoint for every customer, employee, or segment.

Social Media 26

Social Media Machine Learning Touchpoint Healthcare 26

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. How was that calculated?

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

Confirmit

MAY 29, 2018

The economics of Net Promoter are similar to the principles that govern customer loyalty. Once you’ve gathered insights from a representative sample of your customer base, start taking more strategic actions, for example investing in product innovation or re-designing your billing system. What Are the Net Promoter Economics?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Comm100

FEBRUARY 5, 2018

Ultimately, the umbrella of customer engagement technology covers any software that helps businesses manage and/or foster customer communications and interactions (i.e. These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more.

Social Media 49

Social Media CRM Social Listening Omnichannel 49

Comm100

FEBRUARY 6, 2018

Dolphin CRM : Travel technology that encompasses CRM, reservations, and booking engines for businesses, travel agents and tour operators. As Zach Watson from Technology Advice explains : “For every account that follows you or that you follow, Sprout Social creates a record that stores interaction history as well as basic contact information.

Social Media 42

Social Media CRM Omnichannel Invoicing 42