CEM Exercises Measurement Touchpoint 
PeopleMetrics
MARCH 26, 2018
Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.
PeopleMetrics
AUGUST 31, 2018
Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. CX is holistic and covers a wide number of touchpoints. A complete VoC program includes all touchpoints, including those that are product or digitally oriented. Understand the difference with touchpoint mapping.
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CloudCherry
MARCH 28, 2019
Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. The only way to do that is to bring your journey into your CEM so that you can coordinate activities along the journey.
CloudCherry
MARCH 19, 2019
This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. A stronger CEM program can reduce unnecessary costs for the business. Reduce Costs.
CloudCherry
DECEMBER 1, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Each set of touchpoints and channels are assigned to different stages.
CloudCherry
OCTOBER 19, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Each set of touchpoints and channels are assigned to different stages.
PeopleMetrics
OCTOBER 3, 2019
In this scenario, you figure out the touchpoints and the questions to ask customers. If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. Sean has over 20 years of experience helping companies measure and improve the customer experience.
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