Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. What’s the delay?”. Ready for more?

Customer Journeys 40

Customer Journeys Analytics CEM Banking 40

InMoment XI

MARCH 3, 2022

Of course, today’s experiences are crucial. Because if you can predict and solve future customer problems today, you’re already a few steps ahead. And that doesn’t just apply timewise as your customer journey develops. It’s now your chance to transform customer experiences for the better. But it doesn’t end there!

Fashion 493

Fashion Government Measurement Voice of Customer 493

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. Why Journey Maps Matter Now More Than Ever.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

GetFeedback

JULY 19, 2019

Will VoC feedback help you live up to your customer experience mission and brand promise? How will increased happiness from customers drive bottom-line results? Of course, you need leaders across your organization to really take actions that get results. To know what to measure, it’s important to understand the actual customer.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. Sometimes the mapping is highly detailed and takes many months to complete. Touchpoint Inventory.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

ChurnZero

APRIL 8, 2020

Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Once you have this ingrained in your company culture, you are already on your way to creating customer advocates. This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

AUGUST 28, 2020

Now that we’ve spent months in this ongoing crisis and, unfortunately, know how this kind of situation can impact a customer success team (and a larger SaaS organization in general) down the road , customer success teams can take these new insights to build a strategic plan for crisis management. Toolkit: Churn Management Toolkit .

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I don’t mean to say that you should tell your customers should go out and learn (though that couldn’t hurt). I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. Think about your own experiences as a customer.

Training 197

Training Course How To Healthcare 197

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Experience Investigators by 360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL. You can find a course on that. One store manager took a mural painting class!

Course 173

Course Video Training e-support 173

Kerry Bodine

NOVEMBER 30, 2020

We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

Confirmit

APRIL 18, 2019

These help you to track, course correct, and accurately report on change initiatives. in this webinar, as they answer questions including: - How can key methodologies such as Customer Journey Mapping help companies to perform better? - Can governance of the customer experience help to drive customer-centricity? -

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Confirmit

SEPTEMBER 20, 2018

These help you to track, course correct, and accurately report on change initiatives. in this webinar, as they answer questions including: How can key methodologies such as Customer Journey Mapping help companies to perform better? Can governance of the customer experience help to drive customer-centricity?

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

ChurnZero

JANUARY 4, 2024

One-to-many customer enablement allows customer success managers to do more by leveraging their expertise as strategic business advisors. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.” Sign up for an upcoming ChurnZero webinar or pick one to watch on demand.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Amity

FEBRUARY 23, 2016

Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around. Well, it is, according to far too many companies.

Course 63

Course Policies Entertainment Loyalty 63

Feedbackly

OCTOBER 20, 2022

You can use the survey at any stage of the customer journey and derive useful correlations by connecting it with other CX metrics. QuestionPro offers many resources, like blogs, videos, and webinars, to help users become familiar with using the platform.

Feedback 75

Feedback Software Multi-Channel NPS 75

Kerry Bodine

JUNE 29, 2015

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). You can download the slides here.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

ChurnZero

APRIL 21, 2023

Enter digital customer education. This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. With a digital-led program, customers have the freedom to learn in their own time and space.

Self Service 52

Self Service Training Course Customers 52

Experience Investigators by 360Connext

NOVEMBER 10, 2020

Convince other leaders that caring about the customer experience was still not only a worthwhile pursuit but an absolutely necessary one. And of course, we have to continue to look to the future. Customer behavior is changed. Help their organizations not only survive but continue to thrive. – Nancy Porte.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Email & Webinars. Customer Success & Support . Training webinars. SEO/Organic (Webpages, Blogs). Social updates. Review sites.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

Gainsight

SEPTEMBER 26, 2023

Digital customer education refers to using a learning management system (LMS) and a digital customer academy to increase the reach, impact, and efficiency of training. Onboarding is, far and away, the most important step in the customer journey. Avoid this all-to-common challenge with digital customer education.

Customer Success 52

Customer Success How To Self Service Course 52

ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ClientSuccess

JANUARY 26, 2022

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Your customers are real companies that chose your solutions to bring their goals to life, so of course, they would be at the top of the list for sharing ‘why’ a partnership was formed.

Case Study 75

Case Study Study eBook Customer Journeys 75

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. High-impact customers will be a regular topic on PeopleMetrics LIVE! ,

Trends 90

Trends Self Service B2B Roadmap 90

Gainsight

FEBRUARY 15, 2024

We’re starting 2024 with a new webinar series jam-packed with best practices and strategic insights proven to help customer education teams get their programs off the ground. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. Invite customers to upcoming free training webinar series.

Communication 126

Communication Strategy Metrics Customer Retention 126

NICE inContact

SEPTEMBER 19, 2017

An omnichannel environment gives your agents access to customer data and interaction history regardless of the channel your customers use to get into touch with you. Are you interested in getting more detail on this?

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self Service 87

Self Service Chatbots Guidelines e-support 87

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48