InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 18, 2024

One of the biggest benefits of InMoment AI is its ability to make large volumes of customer feedback easily digestible in Smart Summaries. Customer Journey Mapping Customer journey mapping tracks every touchpoint customers encounter with your organization. Here are some trends to watch: 1.

Analysis 195

Analysis Customer Journeys Social Media Competitive Advantage 195

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Customer experience in credit unions Credit union members expect smoother interactions than ever before.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

JUNE 16, 2025

Reduce Hold Times With Smarter Call Routing With 70% of Americans choosing a phone call as their go-to for customer support, your call center is often the first and most important touchpoint. Use surveys, call recordings, emails, and other touchpoints to identify where agents are thriving and where they’re struggling.

Call Center 195

Call Center Customer Experience Self Service Effort Score 195

eglobalis

MAY 13, 2025

B2B companies face intense pressure to listen to customers across roles and touchpoints, beyond just the champion or primary contact. In fact, poorly executed surveys can alienate customers: Forrester notes that too many questionnaires feel like interrogations, effectively adding a negative touchpoint to the B2B customer experience.

B2B 312

B2B Survey Multi-Channel Effort Score 312

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

InMoment XI

NOVEMBER 26, 2024

Improved Processes Most professionals using customer journey maps agree that one of their benefits is identifying the need for internal optimizations. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

SmartMessage Blog

MARCH 3, 2024

What is Omni-Channel Customer Experience? Omni-channel customer experience is an integrated approach to customer interactions across various channels. By understanding customer preferences and behaviors, businesses can tailor interactions to meet their needs at every touchpoint.

Omni-Channel 52

Omni-Channel Customer Journeys Customer Experience Touchpoint 52

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Lumoa

JUNE 26, 2023

But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. But first, you need to understand what an omnichannel customer experience is.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

InMoment XI

OCTOBER 12, 2023

Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Let’s dive in!

Contact Center 195

Contact Center Omni-Channel Customer Experience Social Media 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 492

Strategy Customer Experience Net Promoter Score Customer Centricity 492

Magellan Solutions

DECEMBER 12, 2023

They may order through an app or a website but choose SMS or live chat to get order updates and contact customer service. This highlights the significance of having unified and consistent customer support across all platforms and devices. And that is what omnichannel support is all about. But how do we turn this into reality?

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right.

Omni-Channel 108

Omni-Channel Customer Experience B2C Touchpoint 108

InMoment XI

OCTOBER 29, 2024

Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty: Consistency : Customers expect reliable service and product quality whenever they interact with your business. Simplify Everything For Your Customers.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

CX Journey

JANUARY 11, 2018

Let’s get one thing clear, though: having multiple channels is not the same as being omnichannel. The Importance of an Omnichannel Strategy Delivering a true omnichannel experience is hard to achieve but definitely has its benefits. Customers get better experiences, while businesses acquire and retain more customers.

Omni-Channel 172

Omni-Channel Communication Social Media Hotels 172

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

InMoment XI

NOVEMBER 21, 2024

Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CSM Magazine

FEBRUARY 3, 2025

Customer expectations have evolved. They may send an email in the morning, follow up with a chat message in the afternoon, and make a phone call by eveningall expecting a seamless experience. A customer who emailed one day and called the next often had to repeat their issue from the beginning.

Omni-Channel 52

Omni-Channel Customer Service Touchpoint Social Media 52

rethinkCX

FEBRUARY 17, 2025

Introduction In todays digital landscape, omnichannel customer experience (CX) is no longer a luxuryits a necessity. If your brand isnt optimizing for omnichannel support , you risk losing customers to competitors who are. What is Omnichannel Support? Key Benefits of Omnichannel Customer Support 1.

Omni-Channel 52

Omni-Channel Net Promoter Score Customer Experience Social Media 52

CloudCherry

FEBRUARY 28, 2018

Based on the data collected, they create strategies to personalize experiences for different customer groups, and drive loyalty and retention rates. It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

SurveySensum

JANUARY 13, 2025

54% of customers save products online to buy later, while 53% check them in-store before purchasing. Not just thatthe average buyer touches six channels before purchasing, with over 50% using at least four. But the challenge is – while 73% of customers expect seamless experiences, only 29% of businesses deliver.

Omni-Channel 52

Omni-Channel Feedback Customer Insights Social Media 52

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. More than just identifying errors, modern QA aims to understand the “why” behind customer experiences. Just looking at calls isnt enough anymore.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

InMoment XI

AUGUST 17, 2023

Identify Pain Points: By listening to your customers’ experiences and collecting feedback at various touch points along the journey by utilising voice of the customer surveys , you can identify areas where your product falls short or where improvements can be made.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Comm100

JANUARY 6, 2022

While every organization will have a unique definition of CX, it’s much easier to describe what excellent digital CX looks like for the end customer. To achieve digital CX excellence, support must include the following: Omnichannel . First and foremost, today’s digital support must be omnichannel.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. A humanized digital CX should allow you to deliver a consistent experience through all these channels. First, customers want it.

Financial 245

Financial Trends Self Service Customer Experience 245

Calabrio

MAY 8, 2025

Future-Proofing Your Operations: The business landscape and customer expectations are constantly evolving. Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Its nearly impossible to overstate the importance of the cloud-driven benefits weve described above.

Contact Center 130

Contact Center Call Center Call Center Solutions Comparison 130

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Brands have unprecedented access to customer data and digital footprints. This is at odds with customer expectations. Why now, and why in real time?

Data 296

Data Analytics Touchpoint Customer Service Representative 296

Comm100

MAY 7, 2024

Understanding the importance of streamlined customer service Streamlined customer service is more than just a buzzword—it’s a critical approach to meeting modern customer expectations. Personalized interactions based on customer data and insights strengthen connections and loyalty.

Customer Service 240

Customer Service Strategy Self Service How To 240

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want unique, special and innovative.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Calabrio

MARCH 5, 2025

And as customers themselves have increasingly prioritized convenient, qualified, and personalized experienceswhenever and in whichever channels they prefermany contact centers have moved to an omnichannel model to meet these needs. If theyre still cutting, that is.)

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

ECXO

JUNE 15, 2021

It’s not a project that you start and finish nor just about offering great customer service. Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process.

Customer Centricity 358

Customer Centricity Culture Tips Company 358