Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Self Service 208

Self Service Customer Journeys Customer Experience Omni-Channel 208

SurveySparrow

JULY 27, 2023

Digitizing customer experience refers to the process of leveraging digital technologies and channels to enhance customer interactions, streamline processes, and deliver personalized experiences across the entire customer journey. What is Digital Customer Experience?

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Online Experience Interaction Case Study 160

SurveySparrow

SEPTEMBER 20, 2021

GetFeedback by SurveyMonkey is built for customer experience management. However, for employee experience, SurveyMonkey’s the ol’ reliable. In addition, InMoment’s highest-rated features on G2 are its CSAT scoring function and multi-brand experience support. Custom dashboards. Publication.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Seaton CX

SEPTEMBER 27, 2023

In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain. We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about !

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Do not ask feedback after each touchpoint either.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Qualtrics

AUGUST 15, 2019

The review is now a near-ubiquitous part of the online experience , popping up everywhere from career-planning to comparing laundry detergent. Add them to your website, print them on flyers and display ads, and you’re giving your potential customers a powerful nudge towards conversion. Why are reviews so powerful ?

Feedback 32

Feedback Employee Experience Customer Experience Brands 32