Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Pointillist

JUNE 7, 2021

High-performing teams are more likely to be effective at implementing critical CX capabilities, such as analyzing omnichannel behavior over time, orchestrating relevant experiences given a customer’s unique context, quantifying the impact of CX on business metrics and more. On the other hand, underperformers struggle to master each ability.

Measurement 71

Measurement Survey Customer Journeys Management 71

Kustomer

SEPTEMBER 3, 2020

The organizations that have been able to deliver on customer expectations during this pandemic are the ones surviving and thriving, while others that have failed to build digital transformation may be struggling. He mentions the question is, “How do we drive meaningful change inside of complex organizations?” Gabe Larsen: (03:52).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. 3) Rapidly adapt to changing needs and expectations.

Banking 36

Banking Industry Customer Experience Customer Journeys 36