Maru Group

JUNE 2, 2022

Issues in this multi-channel customer experience (CX) can and do arise as the service relays with third parties occur. Brands need to understand the end-to-end customer journey, including the various touchpoints, and any gaps or customer pain points that detract from a satisfying experience. Read more about this study here.

e-support 83

e-support Customer Experience Retail Touchpoint 83

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. Customer-centric Culture & Communications. And much of that culture starts with communication.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Hero Digital

NOVEMBER 26, 2018

Artificial intelligence (AI) in pop culture often imagines a futuristic world in which every car is self-driving and every home has a robot butler. The large amount of data permutations necessary to create 1:1 customer experiences across audiences, devices, geographies, etc. is simply too complex for humans.

Strategy 46

Strategy Data Multi-Channel Roadmap 46

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship.

Retail 34

Retail Travel Multi-Channel Fashion 34