Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

NICE inContact

MARCH 24, 2016

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first.

Customer Journeys 122

Customer Journeys Contact Center Ecommerce Consumers 122

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journeys 99

Customer Journeys Touchpoint Social Media How To 99

CX Journey

AUGUST 24, 2017

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

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.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

Customer Journeys 95

Customer Journeys How To Resources Customer Success 95

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. From there, we decide which customer journey we put them down. . . So, sending very streamlined, short, to-the-point emails or engagements with your customers at the appropriate time is the most effective.

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Strativity

SEPTEMBER 15, 2014

Journey Mapping: Actionable, Results-Driving Tools. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? Next Generation Journey Mapping.

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

MARCH 17, 2020

Customers, employees, partners, suppliers and everyone in between is confused. Here are a few ideas for those leaders who are looking for ways to keep the customer experience momentum going in these uncertain times. Use your existing customer journey maps to find ways to address specific challenges.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Digital: Set up consistent journey metrics (e.g.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

NICE inContact

OCTOBER 10, 2019

The owners understood the value of delivering personalised customer journeys , long before the term existed. They knew how essential it was to driving customer loyalty and their bottom line. Back then, the owner relied on paper receipts and a great memory to track their customer information.

Customer Journeys 137

Customer Journeys CRM Customers Loyalty 137

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. Understanding the Importance of Smartest Actions Companies that prioritise CX not only foster customer loyalty but also drive sustainable growth and differentiation.

Social Media 260

Social Media Analysis Feedback Loyalty 260

InMoment XI

MARCH 3, 2022

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and being willing to adapt your approach according to best practice.

Fashion 493

Fashion Government Measurement Voice of Customer 493

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Some concerns around customers feeling like they are being spammed. Watch it here if you missed it!). How much is too much automation?

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110

inQuba

AUGUST 27, 2020

The Economist coined the term ‘The 90% Economy’ as a new normal: large chunks of everyday life are missing, customers have moved from using digital to being digital, and what they value and their power to switch have shifted overnight. Customer Journey Analytics and Orchestration with Big Data and AI. Lior Arussy. 30 SEP 2020.

Customer Journeys 80

Customer Journeys Consulting Customer Retention Meeting 80

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Understand the journey. Gather your champions.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? To help you stay informed and ready to tackle the year ahead, Reuters Events have teamed up with Hootsuite to bring you their latest webinar – And you’re invited! Göran van Hese, Customer Care SC Leader Global, Hootsuite.

Customer Care 52

Customer Care Trends Hotels Customer Expectations 52

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Software 108

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

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

inQuba

DECEMBER 5, 2018

On the 4th December 2018 inQuba hosted a live webinar for Financial Services and Insurance professionals. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time? Questions that were addressed.

Insurance 45

Insurance Financial Customer Journeys Management 45

inQuba

AUGUST 22, 2018

On the 21st August 2018 inQuba hosted a live webinar for financial services professionals. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels? How do you do all this at scale, creating an operating model that is customer experience-driven?

Financial 40

Financial Customer Journeys Management Banking 40