ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates. When we advocate for a business, we recommend it to other people. The results are eye-opening. •

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

Kerry Bodine

JANUARY 11, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? What do you want us to write about in 2019?

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Kerry Bodine

JANUARY 10, 2019

As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here. Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? What do you want us to write about in 2019?

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. The not-so-good news is that businesses are still grappling to understand customers’ actions across these various touchpoints. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

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Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Emotional loyalty: add incentives along many touchpoints in customer journeys. To build real equity in the relationships with customers, your program needs to be relevant to customers across all their touchpoints with the brand.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45